Customer Service Rep

Hendrick Luxury Collision Center

Location: 5141 E. Independence Blvd, Charlotte, North Carolina 28212

Summary: Responsible for maintaining customer satisfaction throughout the dealership contributing to business development.

Supervisory Responsibilities: This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities include the following:

Addresses customer concerns

Strives to resolve issues between customers and dealership (sales and service)

Works closely with department managers to ensure customer satisfaction

Follows up with customers through telephone and mailings prior to purchase

Follows up with customers through telephone and mailings after purchase

Follows up with customers through telephone and mailings after service

Maintains CSI at or above Company standards

Maintains an organized, clean and safe work area

Participates in required training

Records all hours worked accurately in company timekeeping system

Follows Safeguards rules and regulations.

Demonstrates the Company's Core Values

Complies with Company policies and procedures

Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.

Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education:

o GED

v High School Diploma

o Associate Degree

o Bachelor Degree

o Master Degree

o Doctorate Degree

Field of Study/Work Experience:

o Accounting

o Automotive

v Business

o Human Resources

o Information Technology

Desired Work Experience:

v up to 3 years

o 3-5 years

o 5+ years

Education/Experience:

Previous customer service experience desired. Excellent interpersonal, communication, and organizational skills are required.

Certificates and Licenses:

o Valid Driver's License

o Automobile Salesperson License

Computer Skills:

Advanced skills in Microsoft Office products. Ability to learn Dealership Management System and web based applications utilized in operations.

Communication Skills:

Ability to understand and follow instructions. Ability to communicate effectively with customers and company personnel.

Attendance Expectations:

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands to finger, handle, and feel.

Environment Demands:

Duties are performed primarily at a desk in an office environment. Work includes frequent clerical and administrative assignments and interaction with office, customers, and company personnel.

Verbal and Writing Ability:

Ability to read and comprehend instructions, correspondence, and memos.

Math Ability:

Ability to add, subtract, multiply and divide.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations.

Core Values:

To perform the job successfully, an individual should demonstrate the following Core Values:

Servant Leadership

Teamwork through Trust & Respect

Integrity

Commitment to Customer Enthusiasm

Passion for Winning

Accountability at All Levels

Commitment to Continuous Improvement

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.