Dealership Customer Experience Coordinator/Service Receptionist| Porsche Pasadena

Porsche Dealership Customer Experience Coordinator/Service Receptionist

Rusnak Auto Group is a leader in the automotive industry with a stellar reputation in the Greater Los Angeles and throughout Southern California. Our commitment to serve our customers and win their loyalty has seen us expand to 15 locations with beautiful showrooms in Pasadena, Arcadia, Thousand Oaks, Ontario, Anaheim Hills, and Loma Linda. With over six decades of success and experience, we strive to satisfy our customers' exquisite taste by offering 12 extraordinary brands of the most sought after luxury cars.

Our Porsche dealership in Pasadena is seeking a Dealership Customer Experience Coordinator/Service Receptionist. This is a great opportunity to take your automotive career to the next level. In this position, you will contribute to the success of Rusnak Group by providing key customer engagement functions in the service department and serving as a liaison between the service advisors and clients. In addition, you will managing client interactions, both in-person and via telephone, in an efficient, professional, courteous, and timely manner, while upholding the highest levels of professional integrity and achieving individual proficiency goals established by management to support strategic plan objectives.

MINIMUM 4-5 YEARS IN POSITION OF CUSTOMER SERVICE REPRESENTATIVE OR SIMILAR POSITIONS IN HOSPITALITY, AUTOMOTIVE, RETAIL, SALES OR FOOD & BEVERAGE INDUSTRIES.

Rusnak Auto Group is an equal opportunity employer. We are family owned and operated since the 1960s.

WHAT WE OFFER

• Professional development and opportunities to grow within a well-respected company
• Competitive Pay
• Health Insurance Coverage (medical, dental, vision, and life)
• Comprehensive Benefits Package including Annual Wellness Fair and Employee Assistance Program (EAP)
• 401(k) Retirement Plan
• Flexible Spending Account
• Paid Time-Off (vacation pay, sick pay, holiday pay)
• Parental Leave
• Employee Perks (sports games, theme parks, etc.)
• Employee Referral Bonus Program

*Compensation will be based on experience and skill level.

*To ensure the safety of our employees and clients, we follow current guidelines and provide face masks and hand sanitizers. We use hospital grade cleaning products and increased cleaning frequency.

Responsibilities

Effectively and efficiently serves as a Liaison Between Service Advisor and Customer

• Greets all customers entering the service department with a friendly, upbeat attitude, answers their questions and directs them to the appropriate person or location.
• Assists with service traffic flow parking.
• Determines if the customers coming into service have an appointment, records customers name, VIN, Tag, Number, Mileage, asking for transportation needs, and existing vehicle damage, UBER, Shuttle, Loaner (Appointments and emergency's only).
• Controls Service traffic Flow and parking, controls customers parking and reports to service manager any unauthorized parking of service vehicles in customer parking areas.
• Ensures clients questions, service inquiries are answered while customer waits for completion of service.
• Ensures customer is attended to by a Service Advisor within a timely manner (no longer than 10 minutes to customer's arrival time).
• Assists in initial paper work process.
• Completes a second delivery review as needed,
• Assists Service Advisors with any customer administrative and follow up tasks throughout the duration of customers vehicle service.
• Delivers a professional/exemplary experience through utilization of Excite Program by Porsche customer standards.
• Listens actively and communicates clearly to identify and document concerns.
• Identifies customers' needs beyond expressed concerns and adopts a consultative-value added approach.
• Daily communications with Business Development Center (BDC) on work flow and transportation needs.
• Assists with Extended warranty submissions Helping with Loaner car cross over training

Actively Provides Service Administration Assistance

• Initiate, track and record Customer satisfaction Index ASI for the service department on a daily basis.
• Throughout the day checks on all amenities, including but not limited to Beverages, Supplies, Bakerygoods, Snacks, Drinks, Magazines, Newspaper, Wi-Fi, TV station, Cleanliness at all times of thecustomer lounge area.
• Log service appointments, conduct follow-up, enter service notes and maintain adequate records asdirected by service manager.
• As direction of Service Manager, assist with data entry, record keeping, and service file retention.
• Track follow-up calls and updates needed for customers.
• Print out Follow up list from the night prior in CDK reports for follow up and keep daily track and followup with customers' requests.
• Make daily out bound follow up calls to mention surveys (ASI) and Mimic surveys to customer, andbrining to Service mangers attention with any customers concerns.
• Initiate daily Passion Report, Customer experience Reports, identify key areas of improvement providesolutions.
• Initiate passion reports under service survey, bring to service manager attention case worklists closecase in 72 hours.
• Daily under Passion report read customer comments and report to Service manager with all neededinformation, Repair Order (RO) Number, customer concerns, time of RO Open/RO Close, and anypertinent follow up issues.

Effectively and Efficiently Follow Client Greeting/Quality Control Procedures/Office Administration

• Promptly, professionally, effectively, efficiently, and in a friendly manner, communicates with Clients, in-person and via telephone on computerized switchboard, to promote excellent Client relations and ensure the highest levels of Client satisfaction; determines purpose of visit/call, promptly seeks clarification, if request or objective is unclear; forwards Client/call to appropriate personnel or department while also providing an "introduction" to secondary personnel/call handler so that Client does not have re-introduce themselves or the issue; retrieves messages from computerized switchboard voice mail and forwards to appropriate personnel; documents and delivers messages or transfers calls to voice mail, when appropriate personnel are not available; carefully monitors visitor access and issues passes when required; continually develops enhanced telephone call handling and language management skills.
• Maintains consistent knowledge of Company structure, telephone system, the dealership and department operations; keeps current with staff changes; answers questions about the Company and provides callers with address, directions, and other pertinent information.
• Effectively and efficiently maintains and updates appointment calendars; places reminder calls prior to scheduled appointments.
• Receives, sorts, and routes mail; maintains and routes publications.
• Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes; creates/prints fax cover sheets, memos, correspondence, reports, other documents, when necessary.
• Effectively and efficiently manages office supply inventory, performs other clerical duties as needed, such as, but not limited to, scanning, filing, driver license, data entry, photocopying, and collating.
• Works closely with management to compile and maintain verified accounts payable records; reconciles statements and issues payments to vendors.
• Follows established policies & procedures relevant to the assigned responsibilities.
• Immediately communicates with management, when a Client concern or situation arises.

Qualifications

• Required: Minimum of 4-5 years in position of Customer Service Representative or similar positions in automotive, Retail, Sales, Hospitality or Food & Beverage industries.
• Required H.S. Diploma/GED/ or Equivalent or 2 years' experience in same/similar position.
• Excellent interpersonal and customer service skills; at least 1 year retail related experience.
• Strong verbal and written communication skills
• Required: Current California Driver License with satisfactory Department of Motor Vehicle driving record.

Degree/Diploma

High School Diploma/GED : Desired

Licenses Required

Valid CA Driver License