Job Description

POSITION:

CLIENT INFORMATION CENTER

REPORTS TO:

SERVICE MANAGER

FLSA STATUS:

   EXEMPT        NON-EXEMPT

POSITION PURPOSE

The SERVICE CIC is responsible for scheduling tasks for the Service Department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle in-coming calls regarding service.

• Schedule Service Appointments for customers via phone, fax, e-mail or in person.

• Confirm and enter all internet appointments into ADP

• Follow up on no show service customer appointments and reschedule.

• Follow up with customers for the CRM program.

• Confirm appointments for each following day.

• Utilize the Service Work Sheet script on all inbound service calls.

• Adhere to work schedule and arrive at work before your scheduled start time and be at your work station productively engaged by the scheduled time.

• Complies with all safety rules and use all appropriate safety and personal protection equipment as required.

• Adhere to established dress code policy at all times.

• Safeguard customer and Dealer information per established policy.

• Exemplifies organizational culture and holds others in department accountable for doing the same.

• Accomplishes all current and future tasks as appropriately assigned or requested.

• Other related duties as may be assigned.

SKILLS AND ABILITIES

COMPLEXITY:

Ability to deal with well defined and clearly stated directions or standards. Judgment is exercised on routine matters and guidance is readily available.

COMMUNICATION SKILLS:

Ability to read and interpret documents such as safety rules, operations/ maintenance instructions and procedure manuals. Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of Shelly Automotive Group.

REASONING SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of algebra and geometry.

SUPERVISORY SKILLS:

Has no responsibility for the direction of others.

MATH SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

COMPUTER SKILLS:

Includes an intermediate level of integrated computer and business related software such as Word, Outlook, Excel, PowerPoint, Publisher, Explorer, Shelly Extranet, ADP, CRM, DMS, DealerSpeed, and Compli

RELATIONSHIP BUILDING:

Ability to maintain mutual interaction with fellow employees. Initiates conversation and has basic social skills.  Builds and maintains relationships confidences with others. Demonstrates active listening skills and conveys enthusiasm, energy, and direction through conversation. 

CUSTOMER RELATIONS:

Requires exchanging moderately complex information and identifying problems and ensures that customer satisfaction and service are maintained relative to specific position contacts. Contact primarily within department on routine matters. Contact outside the department or within company is minimal.

TOOLS AND EQUIPMENT:

Includes a basic level of use of office tools such as telephone, fax, copier, scanner and calculator.

LICENSE/CERTIFICATIONS:

None required

DECISION-MAKING SKILLS:

Work from detailed instructions and consult with others on unusual decisions but do not typically share responsibility for final decisions.

DECISION-MAKING IMPACT:

A poor or incorrect decision may cause short delays in getting the work done in my area and may affect other employees or customers.

MINIMUM RESULTS REQUIRED

• Confirm daily no-shows.
• Confirm daily all appointments for special order parts.
• Make outgoing calls daily for recalls.
• Capture and record every customer email address and update customer information in database accurately.
• Maintain training status by keeping up with factory recommended classes.
• Dealership required training (Compli).
• Maintain a positive and welcoming relationship with both staff and clients at all time.

EDUCATIONAL REQUIREMENTS

The minimum educational requirement to successfully perform the duties required of this position is a G. E. D. or a high school diploma.

EXPERIENCE REQUIREMENTS

The minimum experience requirement to successfully perform the duties required of this position is six months to one year.

PHYSICAL/WEIGHT REQUIREMENTS

An employee in this position should be able to comfortably stand, walk, sit, bend, grasp, talk, hear, see and have regular attendance to perform their assigned work.  They will also be required to be able to use hands and fingers.  If an employee is asked to occasionally lift and/or move up to 50 pounds the employee must use approved safety techniques and when lifting loads heavier than 50 pounds, use two or more people to lift the load.  Where requested and otherwise appropriate, reasonable accommodation will be provided in the absence of any of these abilities.  

WORK ENVIRONMENT

An employee in this position will be required to work in the following environments: standard office, equipment and machinery and outdoor weather conditions.  The noise level will be moderate.