Customer Experience Representative - Penske Cadillac Buick GMC of South Bay
Torrance, CA 90504
About the Job
Summary
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.
Position is 100% on-site.
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 guests’ requirements and inquires.
- Actively listen and resolve guests’ 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.
Job duties for Service Fixed Op’s assistance:
- 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 all Penske VSC authorized claims to business office for payment.
- Emailing the General Motor repair order request to requested parties.
- Overseeing the loaner vehicle process.
- Helping the advisor in writing the loaner vehicle contracts.
- Helping loaner vehicle agent in writing or receiving the loaner vehicle contracts.
- Overseeing the existing loaner vehicle retirement and addition.
- Perform other duties as assigned.
Qualifications
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:
- 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.
Compensation: Hourly rate starting at $16.50.
Penske Cadillac Buick GMC of South Bay is an equal opportunity employer and maintains a drug and alcohol-free workplace. Some positions may require applicants to possess a valid driver's license and have a good driving record.
Penske Cadillac Buick GMC of South Bay is looking for results driven, team focused, dedicated people to join our team. To explore more about the positions for which we are currently accepting applications, please click the link below. Start your engines and apply online today!
Our compensation and benefits package includes:
• Medical, Dental, Vision and Prescription Insurances
• Company Paid Life Insurance
• 401(k) Savings and Retirement Plan
• Tremendous Opportunity to Learn, Advance and Build a Career!
Penske Cadillac Buick GMC of South Bay is an Equal Opportunity Employer.