Service Operations Specialist - RUSNAK

Overview

This position contributes to the success of Rusnak Automotive Group (the Company) by ensuring accurate, efficient, and timely completion of Service operational tasks as well as a high quality customer experience.  This position also contributes to the growth and performance of the service department and  its achievement of strategic goals by monitoring processes, inspecting service quality,  developing employees in operational and customer service skills, and managing the quality  the client experience; ensuring Service employees adhere to the Rusnak Standard with every customer on every transaction.

Responsibilities

KRA:  Successfully Manages Service Operations and Processes

• Monitor the Manufacturer’s warranty schedule on a weekly basis for discrepancies; and maintain current
• Maintain consistent comprehensive knowledge of dealership and department operations; interpret and explain department policies and procedures as needed to Service Department employees.
• Complete training as required by management and manufacturer; maintain necessary certifications as required by the Manufacturer – Master Certified
• Support the Service and Parts management team with special projects and administrative tasks, as needed
• Maintain current on customer service and service operations best practices, government compliance, and industry knowledge; design and implement training on best practices that are in alignment with The Rusnak Standard.
• Immediately report to management any Service Operations circumstance that compromises the integrity of the dealership.
• Monitors and reviews extended warranty schedule completed by cashiers to ensure timely receipt of payments on a weekly basis
• Provide department activity reports on a weekly, monthly, and annual basis to the Service Management Team and the General Manager, as needed.

KRA: Efficiently monitors workflow and staff support

• Monitor staff customer service to ensure every client would recommend the dealership to a friend or family; ensure all Service employees are adhering to The RUSNAK Standard and provide clients with the utmost positive experience.
• Develop service employees in job skills, manufacturer, dealership, and RUSNAK policy, procedures, and service standards.
• Assist in creating and monitoring staff schedules based business demand; ensuring adequate support staff coverage at all times;
• Audits staff’s quality of service; compliance, accuracy, and customer service.
• Train and maintain backup personnel for non-technician positions current in department procedures and skills to assist as needed.
• Assist service support staff in all phases of their job description when overburdened or when sickness and/or vacation occur.
• Prioritize tasks and workflow to ensure department and manufacturer deadlines are met
• Track and maintain tracking of current compliance issues
• Present service department performance and safety issues to the corresponding department manager and Director of Service/Parts within by end of occurrence date.

KRA:  Efficiently and Effectively Manages Repair Order Documentation on a timely basis

• Reviews rejected claims to identify the source point for errors causing rejection; counsels initiators on proper process to correct current issue as well as the root cause to prevent future errors.
• Ensures repair order documentation and procedures comply with legal, corporate and MFR’s requirements.
• Ensure repair order document storage complies with established corporate, legal, and Manufacturer requirements.
• Ensures claims are input correctly with all relevant information needed clearly stated.
• Manage warranty schedule to ensure aging claims are processed and proactively followed through payment.

KRA:  Build Effective Internal and External Client Relations/Retention:

• Maintain a strong “Client-Centric” vision that is aligned with “The Rusnak Standard” and best practices to provide professional and exemplary service to create an extraordinary experience during every encounter with internal/external customers.
• Actively listen and communicate, verbally and in writing, in a courteous, professional, clear, concise, and correct manner to identify client needs beyond expressed concerns.
• Respond in a timely, courteous, and professional manner with a “consultative, value-added” approach to secure client understanding and develop a stronger business relationship and future business.

KRA:  Exemplify the Brand and Corporate Culture:

• Seize every opportunity to improve Client satisfaction by conducting self in a professional manner and working in accordance Company values, beliefs, norms, and standards; holds self and others accountable for exemplifying the corporate culture.
• Respect and demonstrates passion for the RUSNAK brand and our manufacturers’ brands; Behaves professionally, respectfully, honestly, and with the utmost ethical manner with internal/external Clients, vendors, business associates, and at work and any event and/or activity that is related to RUSNAK and/or its manufacturers.
• Maintain a professional and well-groomed personal appearance at all times.

KRA:  Initiate Relevant Professional Development:

• Seek out opportunities to enhance personal organizational, communication, and negotiation skills.
• Maintain current job and product knowledge to improve effectiveness with clients and all job tasks.
• Consistently produce accurate and thorough work at all times that meets “The Rusnak Standard.”

KRA:  Ensure A Safe Work Environment:

• Accept individual responsibility and accountability for complying with the Company Health and Safety (H&S) processes within personal control; performs duties in a way that will not cause personal danger, endanger other individuals, or violate local, state, federal, environmental regulations.
• Promptly corrects or reports any hazard or potential hazard to supervision; wears personal protective equipment, where required; ensures work location is kept safe, neat, organized, effective, and inviting.

KRA:  Be an Effective and Proactive Team Member:

• Treat all Clients, employees, vendors, and associates with respect.
• Willingly adjust to unexpected changes or requirements and undertake tasks that fall outside of the routine job and assist others whenever possible to meet Client requests and business demand.

Qualifications

• Minimum of 5 years in position of Automotive Service Department or similar positions in the Automotive industry.
• Required; H.S. Diploma/GED/ or Equivalent
• Excellent interpersonal and customer service skills; at least 2 years retail related experience.
• Strong verbal and written communication skills (Bi-lingual in English and Spanish or other language is an asset in this position).
• Required; Current California Driver License with satisfactory Department of Motor Vehicle driving record.

Degree/Diploma