Customer Experience Specialist
1 week ago
Job Description:
The Customer Experience Specialist will be responsible for maximizing service sales and customer satisfaction by:
- Utilizing professional sales techniques to drive sales growth.
- Ensuring the security of all transactions.
- Fostering customer confidence in our brand through exceptional performance.
- Maintaining high levels of efficiency and courtesy when interacting with customers.
- Accurately recording customer details and requirements on job cards.
- Updating service history and vehicle details accurately.
- Conducting thorough vehicle inspections with customers, noting any damages and mileage.
- Performing regular follow-ups with customers to ensure satisfaction.
- Keeping clients informed throughout the day regarding vehicle progress.
- Verifying payment before releasing completed jobs.
- Ensuring accurate completion of CPA documentation as required by law.
- Adhering to our quoting policy.
- Confirming payment arrangements prior to job commencement.
- Verifying job type before opening the job card.
- Obtaining authorization for additional work from customers with service/maintenance plans.
- Ensuring accurate costing based on the costing matrix/authorization.
- Obtaining customer authorization for any additional work required.
- Following cash sale policies.
- Monitoring vehicles on the work-in-progress report.
- Taking deposits for jobs over R 5,000.
- Ensuring deposits of at least 50% are taken from customers on quotes exceeding R 5,000.
- Completing and signing repair waiver forms with customers.
- Maintaining an up-to-date filing system.
- Daily submission of warranty job cards to the Warranty Clerk.
- Costing labor hours daily, especially prior to collection.
- Costing carry-overs daily.
- Communicating up-sell items to customers with correct authorizations.
Company Overview: Our company values delivering exceptional customer experiences and strives to be a leader in the automotive industry.
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