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Customer Service Advisor

Bill Colwell Ford, Inc.
Job Description
We are looking for someone who is genuinely excited to help customers! At Bill Colwell Ford, the Customer Service Advisor is the first point of contact between the customer and the service department. This key position will help our customers have a great experience. You will help our customers maintain, understand, and love their vehicles. You do not need to be an expert in cars to apply – we are looking for an expert of people. You must have exceptional communication, leadership, and sales skills. Every day is different at Bill Colwell Ford, and we’re looking for someone up for the challenge. This is a full-time position with competitive pay and the opportunity for commission bonuses. Duties & Responsibilities: 1)Customer Service •Handle large amounts of incoming calls quickly, and in a warm and friendly manner •Deliver a positive, first impression to each guest with a warm, friendly greeting •Listen to customers, identify and assess needs or problems, then prepares repair order (RO) for the technician, making sure to note all customer concerns •Verifies warranty and service contract coverage by examining records; explaining provisions and exclusions •Checks on progress of repair throughout the day. Promptly communicate with customers regarding any changes in the estimate or promised time, and get proper authorization before any additional repairs are performed •Reviews the multi-point inspection and then presents the recommended maintenance or repair(s) from the technicians to the customer •Handle customer complaints reasonably, showing empathy and a positive attitude •Build sustainable relationships of trust through open and interactive communication 2)Service Department Operations •Maintain a smooth running and efficient service department with a high degree of customer satisfaction •Assign jobs to technician based on skill level and current resource utilization •Develops estimates by costing materials, supplies, and labor; calculating customer’s payment, including deductibles •Open and close all customer pay, warranty, and internal repair orders. Perform cashier functions as needed. •Maintain legible and accurate notes for owner follow-up •Become familiar and efficient with all phases of the computer system required for service and parts management •Other duties as assigned Requirements: •Superior communication and customer service skills •Ability to communicate in a professional and tactful manner •Organized with excellent attention to detail •Exceptional listening skills, particularly by phone •Customer orientation and ability to adapt/respond to different types of characters •Ability to multi-task, prioritize, and manage time effectively •Organized with excellent attention to detail •Ability to work independently and effectively manage a team •Valid driver’s license and clean driving record required •Must pass background check Experience/Education: •Minimum of high school degree or equivalent •Minimum 2 years of experience in a customer service position Benefits: •Family owned and operated •Full-time •Health insurance •401(K) retirement plan with company match •Paid time-off •Paid holidays •Paid training •Ongoing training and development •Competitive pay, with the opportunity to grow •Preferred new and used car purchase discounts •Preferred employee discounts for parts and service •State-of-the-art, brand new facility with 25 bays •Clean and professional work environment •Separate lunch area with kitchen About Us: Bill Colwell Ford is a Ford dealership located in Hudson, only 9 miles from Waterloo and Cedar Falls. We are family owned and operated and have been serving the Cedar Valley since 1984! From our dedicated staff to our family values that woven into our core business structure, we believe in making our customer satisfaction second to none. These values are evident in the fact that we were the only dealership in the state of Iowa named a Top 150 Workplace by the Des Moines Register in 2016, voted the Best of the Best in the Cedar Valley, and have received the prestigious Ford President's Award for customer satisfaction three times! This customer-centric environment coupled with a family-oriented culture make for a fun and exceptional work atmosphere. If you think you have the skills, experience, and values it takes to join the Bill Colwell Ford family, we encourage you to apply.
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