Job Number : PC-CER
Posted : 10/27/2022
Expires : 11/01/2022
The Customer Experience Representative is responsible in ensuring customer satisfaction and retention. The employee will furnish clients with above and beyond customer service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honoring guests requests and to achieve high levels of guest satisfaction and engagement.
Essential Duties include the following; however, other duties and responsibilities may be assigned.
Ensure and provide flawless, upscale, professional and high-class guest service experiences.
Analyze customer feedback and provide strategic direction to continuously improve overall rating.
Respond to guests needs and anticipate their unstated ones.
Expect and react promptly to guest requirements and inquires.
Actively listen and resolve guest complaints.
Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery.
Promote all amenities, conveniences and programs offered.
On a quarterly basis, complete required training in the Center of Learning Training Path.
Answer customer questions while following protocol to unknown responses.
Create loaner contracts, explain vehicle usage, charges and allowances to customers.
Return loaner vehicles to the fleet after customer usage.
Input vehicles into the Loaner Program and remove Loaners when requirements are met.
Job duties for Service Fixed Operation assistant:
Filtering all closed repair orders.
Transferring the customer pay closed repair orders to filing clerk.
Transferring internal repair orders to service driver manager.
Transferring warranty repair orders to service driver manager.
Receiving all external service contract repair orders from the advisors.
Receiving all 3 for 1 repair orders from the advisors.
Verifying the authorization number and amount for all service contract and 3 for 1 repair orders.
Faxing the 3 for 1 repair order (including the signature copy) with the claim forms.
Sending the all Penske VSC authorized claims to business office for payment.
Emailing the General Motor repair order request to requested parties.
CTA / Loaner Department:
Complete the loaner vehicle contracts with the Customers
Inspection of Loaner Vehicles outgoing and incoming returns
Overseeing the existing loaner vehicle retirement and addition.
Perform other duties as assigned.
Our Mission:
It is our mission to provide the highest quality service to create lifetime guests. We believe that complete guest satisfaction in all areas of our operation is key to our success and future growth. This mission is represented in our people. We recognize the importance of employee satisfaction, and we provide people with the opportunity for success as both team members and individuals.
We offer:
A great brand name, great CSI and very strong capitalization
Outstanding facility and location
Excellent Benefits, including Medical, Dental and 401k
We are an Equal Employment Opportunity Employer!
Hourly
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual should possess:
High School diploma or equivalent.
Adequate knowledge of personalized services principles and processes.
Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques.
Excellent problem resolution skills along with outstanding communication and active listening skills.
Highly responsible and reliable with a professional presentation.
Ability to maintain high ethical standards.
Read and comprehend instructions and information in the English language.
Work well with the public; communicate in a professional manner on the phone; Internet and in person; and use standard office equipment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands:
The physical demands described her are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to:
Regularly to talk or hear.
Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.
Frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
If you have any questions, please contact B. Brennan at bbrennan@socalpenske.com