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Customer Service Representative
Tri State Ford in East Liverpool, OH is currently seeking a customer service representative for its service department.
RESPONSIBILITIES:
- Greets customers in a timely, friendly manner and obtains vehicle information.
- Writes a brief description of the customer's concern on the repair order to help the technician locate the problem.
- Prepares a repair order showing time, cost and labor estimates for service.
- Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
- Confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
- Explains the work performed and the repair order charges to the customer.
- Handles customer complaints.
- Provides a complete and accurate written cost estimate for labor and parts.
- Obtains customer's signature on repair order; provides customer with a copy.
- Establishes customer's method of payment. Obtains credit approval, if necessary.
- Notifies dispatcher of incoming work.
- Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
- Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
- Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
- Keeps service department forms, menus and pricing guides up-to-date.
- Maintains high customer satisfaction standards.
- Handles telephone inquiries regarding appointments and work in process.
- Maintains a professional appearance.
- Keeps work area clean.
QUALIFICATIONS
- 3-5 years prior customer service experience required.
- Prior experience in the automotive industry preferred.
- High school diploma required.
- Valid driver's license with clean driving record.
- Ability to pass pre-employment screenings.
Sales Consultant
JOB DESCRIPTION: Tri State Ford is currently seeking Automotive Salespersons. To be successful in this role, candidates should have a strong focus on customer service as the primary responsibilities of our Automotive Salespersons is to make the shopping experience enjoyable and seamless while building long-term relationships with our customers. Other essential duties include:
- Sell or lease new and used vehicles according to customer satisfaction standards.
- Sell and deliver a minimum number of vehicles per month.
- Write complete sales orders and processes paperwork in accordance with dealership policies
- Utilize dealership sales control and follow-up systems.
- Keep up-to-date on new products and services within the industry.
- Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
- Maintain a prospect development system.
- Conduct business in an ethical and professional manner.
- Satisfy the transportation needs of vehicle purchasers.
- Approach, greet, and offer assistance or direction to any customer who enters the dealership showroom or sales lot.
- Assist customers in selecting a vehicle by asking questions and listening carefully to their responses.
- Explain fully product performance, application, and benefits to prospects.
- Describe all optional equipment available for customer purchase.
- Offer test drives to all prospects. Follows dealership procedure to obtain proper identification from customer prior to test drive.
- Exhibit high level of commitment to customer satisfaction.
- Know and understand the federal, state, and local laws which govern retail automobile sales.
- Keep abreast of new products, features, accessories, etc., and their benefits to customers.
- Know and understand equity and values, and is able to explain depreciation to the customer.
- Ensure that the sales manager has an opportunity to meet each customer.
- Turn 100 percent of closed deals to finance and insurance manager, along with properly completed paperwork (insurance information, trade title, etc.).
- Prepare sold vehicles for customer delivery prior to customer arrival.
- Deliver vehicles to customers, ensuring that the customer understands the vehicle's operating features, warranty, and paperwork.
- Schedule first service appointment.
- Follow up on all post delivery items, tag/title work, "we-owes", and special requests to be sure that all customer expectations are met.
- Attend sales meetings.
- Maintain professional appearance.
MARGINAL DUTIES
- Reviews and analyzes actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
- Introduces customers to service department personnel to emphasize to them the quality and efficiency of service repairs and maintenance available in the dealership's service department.
- Attends product and sales training courses as requested by sales manager.
- Establishes personal income goals that are consistent with dealership standards of productivity, and devises a strategy to meet those goals.
- Introduces customers to service department personnel to emphasize to them the quality and efficiency of service repairs and maintenance available in the dealership's service department.
EDUCATION and/or EXPERIENCE
- Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS
- State Sales License
- Valid Driver's License
Automotive Technician
JOB DESCRIPTION: Tri State Ford is currently seeking automotive technicians. To be successful in this role, candidates should have Essential duties include:
- Performs work as outlined on repair order with efficiency and accuracy, in accordance with dealership and factory standards.
- Diagnoses vehicle problems based on customer complaints and inspection.
- Communicates with parts department to obtain needed parts.
- Saves and tags parts of the job if under warranty or if requested by the customer.
- Examines assigned vehicle to determine if further safety or service work is required or recommended.
- Communicates with service advisor immediately if additional work is needed, if work outlined is not needed, or if repairs cannot be completed within the promised time.
- Documents all work performed and recommended on the repair order.
- Road tests vehicles.
- Participates in manufacturer-sponsored training programs, schools, and events.
- Keeps abreast of manufacturer technical bulletins.
- Inspects and test drives newly delivered vehicles for obvious damage and missing major components and drivability functions.
- Installs optional equipment specified by the customer or dealer.
- Reports machinery defects or malfunctions to supervisor.
- Ensures that customers' cars are kept clean. Notifies service advisor immediately of anything that has happened to change the appearance or condition of the vehicle.
- Keeps shop area neat and clean.
- Maintains and is accountable for all dealership-owned tools and manuals. Returns them to the proper place and in the same condition as they were received.
- Understands, keeps abreast of, and complies with federal, state, and local regulations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
- Operates all tools and equipment in a safe manner.
- Reports any safety issues immediately to management.
EDUCATION and/or EXPERIENCE
- Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS
- Valid Driver's License
- Automotive Service Excellence (ASE) Certifications preferred but not required.
Medium-Duty Diesel Technicians
JOB DESCRIPTION: Tri-State Ford is currently looking for Medium-Duty Diesel Technicians. The primary responsibility of our diesel technicians is to repair and maintain diesel and gasoline engine trucks according to dealership and factory specifications. Additional responsibilities include:
- Performs work as outlined on repair order with efficiency and accuracy, in accordance with dealership and factory standards.
- Diagnoses cause of any malfunction and performs repair.
- Communicates with parts department to obtain needed parts.
- Saves and tags parts of the job if under warranty or if requested by the customer.
- Examines assigned vehicle to determine if further safety or service work is required or recommended.
- Communicates with service advisor/dispatcher immediately if additional work is needed, if work outlined is not needed, or if repairs cannot be completed within the promised time.
- Documents all work performed and recommended on the repair order.
- Participates in manufacturer-sponsored training programs, schools, and events.
- Reports machinery defects or malfunctions to supervisor.
- Ensures that vehicle is kept clean. Notifies service advisor/dispatcher immediately of anything that has happened to change the appearance or condition of the vehicle.
- Keeps shop area neat and clean.
- Maintains and is accountable for all dealership-owned tools and manuals. Returns them to the proper place and in the same condition as when they were received.
- Understands, keeps abreast of, and complies with federal, state, and local regulations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
- Operates all tools and equipment in a safe manner.
- Reports any safety issues immediately to management.
MARGINAL DUTIES
- Keeps abreast of manufacturer technical bulletins.
- Supervises work of any apprentice technicians as assigned.
- Road tests vehicles when required.
EDUCATION and/or EXPERIENCE
- Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS
- Automotive Service Excellence (ASE) Certifications preferred but not required.
- Valid CDL Class B license preferred but not required.
PHYSICAL DEMANDS
- Requires standing for long periods of time
- Requires bending/stooping/kneeling for long periods
- Requires frequent repetitive hand motion
- Requires frequent lifting of 5 to 50 lbs
- Requires occasional lifting of 50 to 100 lbs
- Requires performing accurate, knowledgeable, detailed work
- Occasional exposure to engine exhausts fumes
- Works overtime as required
BENEFITS:
- Excellent pay
- Monthly efficiency bonus
- Paid ASE certifications
- Full or part time, day shift
- State-of-the-art service facility
- Tool allowance
- Overtime pay
- Paid training
- 401K
- Paid time off
- Medical, dental, life and disability insurance
- Prescription drug coverage