Service Customer Care Manager

Tom Kadlec Honda has had the privilege of serving the Rochester community since 1979. We exist to help our family, friends and community enjoy life at every stage!

So, if you are looking for an opportunity with excellent career growth while working for a company that is always growing and training their team members, then apply here as a Service Customer Care Manager!

BENEFITS

• A generous pay plan that includes the opportunity for bonuses
• A state-of-the-art facility
• Fully vested traditional and/or Roth IRA 401(k) with a company match
• Paid time off (PTO) such as sick days and vacation days
• Health, dental and vision insurance
• Employer paid life insurance
• Short-term and long-term disability
• 24/7 employee assistance programs (up to 10 sessions per year)
• Health savings account (HSA) and flexible spending account (FSA)
• Financial planning resources
• Identity theft protection and legal support
• On-going training opportunities
• Opportunity for advancement and professional development

RESPONSIBILITIES

• Handling inbound phone calls and making appointment reminder outbound calls.
• Other assignments for outbound call include but are not limited to safety recalls, recommended services, special order parts and declined service
• Respond to inbound service internet leads by phone, text message, and email
• Contacting and communicating with customers to identify needs
• Updating the Service CRM
• Reschedules missed service appointments
• Books appointments based on maintenance schedule per brand and in accordance with company policies and manufacturers specifications
• Assists with answering customer inquiries and problems by routing customer to the contact and or department
• Understands the terminology of the automobile business and keep abreast of technology changes
• Understands the manufacturer's requirements and policies for assigned brands
• Follows all attendance and punctuality standards and adheres to timekeeping standards; Employees are required to record the beginning and end times of any shift, break or departure from work for personal reasons
• Follows the company codes and policies
• Updates job knowledge by participating in educational opportunities and training as offered by the dealership.
• Explores opportunities to add value and add accomplishments to position.
• Acts as a team player, shares wins and successes.
• Maintains a professional appearance.

QUALIFICATIONS

To perform this job successfully, an individual must be able perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must possess strong communication and customer service skills since the job involves dealing with potential and current clients. Product knowledge, safety management, problem solving and estimating skills are all necessary as well. Prior sales, call center, internet department or BDC experience preferred. Must be self-motivated, goal oriented, and ability to work within a fast-paced environment.