Customer Service Rep


Disclaimer: The attached job description should be customized to best suit your dealerships needs, policies and practices. Remove any unnecessary requirements or duties and enter any additional information specific to the job being offered. The content of this job description should be limited to the use of GCADA Dealer HR Services program members. Any other party is strictly prohibited from reproducing, distributing, or using these job descriptions. GCADA specifically disclaims any and all liability related to any issues arising out of the use of this job description. This job description and its contents should not be construed as legal advice.

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Job Description
Job Title: Customer Service Representative 
Department: 
Reports To: 
FLSA Status: 
Prepared By: 
Prepared Date: 
Approved By: 
Approved Date: 
Revised Date: 
SUMMARY  
Serves as a liaison between the dealership and its customers and represents the dealership at various public relations events. 
ESSENTIAL DUTIES  
Essential Duties include the following. Other duties may be assigned. 
Supervises all vehicle deliveries, ensuring that each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety.
Introduces customers to service and parts personnel, indicating shop location and hours of operation. 
Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction. 
Develops and monitors the results of a dealership customer service questionnaire. 
Stays abreast of upcoming community events and considers ways in which the dealership might participate. 
Coordinates special dealership events, promotions, and seminars. 
Implements customer satisfaction programs. 
Strives for high ranking on manufacturer surveys. Monitors results frequently. 
Informs salespeople of their individual performance scores and makes suggestions for improvement as needed. 
Acts as a contact person for any special projects regarding dealership improvements. 
Assists service customers during the morning service rush, when possible. 
Maintains a professional appearance. 

MARGINAL DUTIES
Marginal Duties include the following. Other duties may be assigned. 
SUPERVISORY RESPONSIBILITIES  
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 disabilities to perform the essential functions. 
EDUCATION and/or EXPERIENCE  
 Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. 
Two to four years related experience and/or training; or equivalent combination of education and experience 
LANGUAGE SKILLS
 Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. 
MATHEMATICAL 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. 
REASONING ABILITY
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. 
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
CERTIFICATES, LICENSES, REGISTRATIONS
Must obtain and maintain any certificates, licenses, and registrations as required by Dealership. 
Must maintain valid Driver's License that meets dealership insurability requirements. 
PHYSICAL DEMANDS  
Must be able to sit and stand without restrictions for 8-10 hour shift. 
Must be able to enter and exit all vehicles without restrictions. 
Must be able to navigate dealership showroom and sales lot. 
Some light lifting (up to 15 pounds) may be required as needed. 
Disclaimer: This job description is not a contract of employment. No Dealership manager or other employee at the Dealership has the authority to make a commitment of guaranteed or continued employment to you and this job description, or any dealership publication, practice, or procedure should not be understood to make any such commitment. The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee.  

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