Service Support Specialist

PART 1 INTERNAL JOB DESCRIPTION Acknowledge customer and greet them in the service drive Confirm appointment and servicing need Obtain & confirm basic information from customer (copy of DL, mileage, customer contact information, etc.) Follow up with customers in the waiting area Greet customers coming in to pick up their vehicles and early drop off for the next morning. Review customer satisfaction surveys Receive complaints via phone or in person and solves minor problems and/or refer major complaints to service manager Answer phones, take and relay messages Follow-up with customer via service reminder Prepare loaner agreement for service loaner vehicles Check to ensure customer has a valid driver’s license and insurance and make copies for file at time of pickup of loaner Track in/out dates, mileage, condition of loaner vehicle Ensure loaner vehicle items such as wheel locks, manual, mats, keys are accounted for and properly stored and marked Ensure loaner vehicles are gassed and maintain fuel log sheet (for each individual loaner vehicle) Record and secure lost and found items and notify customers of lost and found items and arrange pick-up Perform walk around with customers to note damages before release and upon return of loaner vehicle Document any loaner vehicle damages Follow up with customer and/or insurance company on payment Ensure loaner vehicles are cleaned Assist with rental car usage as needed Prepare daily loaner vehicle report Ensure all items accounted for upon receiving from customer Review technician comments on repair order and collect warranty photos, parts and/or documentation as needed Properly book and proof repair orders for accuracy and close Transfer information from the repair order to the appropriate accounts billing Accurately code warranty repairs using manufacturer's labor time guide Correct and resubmit return claims in a timely manner Reconcile warranty reports Ensure authorizations are obtained for service contracts and prior authorization Ensure proper documentation made for each claim Ensure applicable charges are posted Timely submit warranty claims Pack and ship radios to vendor Order replacement radios Monitors status of radios (advise when received, appointment and installation) Print pre-work orders Collate with other paperwork and tags Check history of recall campaigns Organize repair orders by customer name and license plate information Print VIN Inquiries and attach to pre-work orders Give parts copy of pre-work order for Parts pre-pull Open repair orders Give repair orders to Dispatcher Performs active delivery as back up when Service Consultant is unavailable Perform dispatching duties in the absence of Asst Service Manager or Service Manager Prepare and submit Krex claims and monitor status of Krex payment Requirements High school graduate or equivalent Minimum one year of general clerical work experience which included customer service, data entry and cashiering Strong communication and customer relations skills Valid driver’s license and good driving record General automotive knowledge preferred Proficient with Microsoft Word and Excel Dealer management system knowledge preferred Ability to operate manual shift transmission Must be customer savvy and customer focused Team player who is detail oriented and a multi-tasker PART 2 EXTERNAL JOB DESCRIPTION At Servco, we’re committed to providing valuable mobility solutions to empower people through the freedom of movement and opportunity. From Australia to California, and of course, Hawaii, Team Servco is a collective of over 2,000 like-minded individuals guided by our four Core Values of Respect, Service, Teamwork, and Innovation. For over 100 years, we have been dedicated to superior service, to both our customers and team members. We look forward to helping you create Life: Moments that matter to you. Responsibilities Acknowledge customer and greet them in the service drive Confirm appointment and servicing need Obtain & confirm basic information from customer (copy of DL, mileage, customer contact information, etc.) Follow up with customers in the waiting area Greet customers coming in to pick up their vehicles and early drop off for the next morning. Review customer satisfaction surveys Receive complaints via phone or in person and solves minor problems and/or refer major complaints to service manager Answer phones, take and relay messages Follow-up with customer via service reminder Prepare loaner agreement for service loaner vehicles Check to ensure customer has a valid driver’s license and insurance and make copies for file at time of pickup of loaner Track in/out dates, mileage, condition of loaner vehicle Ensure loaner vehicle items such as wheel locks, manual, mats, keys are accounted for and properly stored and marked Ensure loaner vehicles are gassed and maintain fuel log sheet (for each individual loaner vehicle) Record and secure lost and found items and notify customers of lost and found items and arrange pick-up Perform walk around with customers to note damages before release and upon return of loaner vehicle Document any loaner vehicle damages Follow up with customer and/or insurance company on payment Ensure loaner vehicles are cleaned Assist with rental car usage as needed Prepare daily loaner vehicle report Ensure all items accounted for upon receiving from customer Review technician comments on repair order and collect warranty photos, parts and/or documentation as needed Properly book and proof repair orders for accuracy and close Transfer information from the repair order to the appropriate accounts billing Accurately code warranty repairs using manufacturer's labor time guide Correct and resubmit return claims in a timely mannerReconcile warranty reports Ensure authorizations are obtained for service contracts and prior authorization Ensure proper documentation made for each claim Ensure applicable charges are posted Timely submit warranty claims Pack and ship radios to vendor Order replacement radios Monitors status of radios (advise when received, appointment and installation) Print pre-work orders Collate with other paperwork and tags Check history of recall campaigns Organize repair orders by customer name and license plate information Print VIN Inquiries and attach to pre-work orders Give parts copy of pre-work order for Parts pre-pull Open repair orders Give repair orders to Dispatcher Performs active delivery as back up when Service Consultant is unavailable Perform dispatching duties in the absence of Asst Service Manager or Service Manager Prepare and submit Krex claims and monitor status of Krex payment Requirements High school graduate or equivalent Minimum one year of general clerical work experience which included customer service, data entry and cashiering Strong communication and customer relations skills Valid driver’s license and good driving record General automotive knowledge preferred Proficient with Microsoft Word and Excel Dealer management system knowledge preferred Ability to operate manual shift transmission Must be customer savvy and customer focused Team player who is detail oriented and a multi-tasker Pay Range: $17.41 - $21.73 per hour At Servco, service is at the heart of what we do. While our daily commitment to service focuses on our customers and community, it really starts with serving and taking care of our team members. Helping create Life:Moments that matter to you, whether at home or at work, is our secret to being recognized as one of Hawaii’s Best Places to Work for 17 years! Equal Opportunity Employer and Drug-Free Workplace #J-18808-Ljbffr Servco Pacific Inc.