Vehicle Service Administrative Assistant

This individual will understand the various vehicle service contract options and is? expected to take ownership of the call and inquiry

Key Responsibilities:

  • Service all incoming calls from customers regarding service contract inquiries

  • Ability to warm transfer and/or provide callback timeframe

  • Provide detailed notes in various sales platforms and Microsoft Excel

  • Utilize databases to initiate sales process for sales agents

  • Strictly adhere to department policies, processes and procedures

  • Code call outcomes in database provided

  • Participate actively in quality and training initiatives

  • Resolves customer complaints by trouble shooting problems and developing solutions making recommendations to VSC leadership

  • All other duties assigned

Qualifications and Skills:

  • Excellent verbal and written communication skills

  • Detailed oriented

  • Strong reliability

  • Minimum of three to four years of customer service and clerical skills

  • Customer follow-up skills (call back on time, review account to understand the call strategy)

  • Typing Skills (35 45 WPM)

  • PC literacy (Microsoft Excel) basic skills required and knowledge of Outlook

  • Attentiveness and active listening - This is critical to identifying customer needs - customers will be transferred to Sales Agents and appropriate departments

  • Customer Focused Recognize that the customer experience is crucial to the sales process. The goal is to WOW the customer before the transfer takes place

  • Product Knowledge The ability to answer general information and discovery questions before transferring customers to the appropriate department; i.e. vehicle eligibility and identifying sales calls versus other service related calls (Claims, Customer Care and Roadside request, etc.)

  • Organizational Ability- Track incoming calls and manage call transfer spreadsheets

  • Communication Skills Can clearly articulate requests such as: asking for follow-up feedback, delegating call back duties and documenting call outcomes

  • Computer Skills- Managing call reports. Having the ability to analyze and record data in Microsoft Excel


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