Lexus Service Customer Experience Assistant

Role Purpose

Ensure the satisfaction of customers in the service department and assist service advisors with daily tasks

Leadership

This position does not lead others.

Core Accountabilities

• Be a champion for the customer, working inter-departmentally to maximize the Customer Experience
• Assist the Senior Service Advisors in all facets of client interaction and documentation/processing, to include but not limited to; the making of the appointment, meet and greet, creation of an RO, drop off and pick up, loaner car processing, all while maintaining manufacturer standards for documentation and Customer Satisfaction.
• Collaborate with the service advisors to enhance the Customer Experience through customer greetings, service schedules, car cleanliness, warranty reconciliation, and all follow-up communications with customers.
• Make outbound call to increase 5K,10K, LCertification to increase redemption scores
• Make outbound declined service calls
• Contact Customers after service to improve CSI scores
• Meet all production metrics as prescribed by Management

Competencies and Qualifications

• High School Diploma
• 1-2 years’ experience in a customer service orientated environment preferred
• Can adapt and embrace change with an internal and external customer centric mindset
• Act as an advocate for teammates and have a strong commitment to technology advancement
• Possesses effective communication skills: oral, written, listening.
• Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers.