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Career Story: Customer Service Rep At A Car Dealership

Customer Service Rep At A Car Dealership

Job Title: Customer Service Rep.

Type of Company: A car dealership

Education: BA, George Mason University

Previous Experience: I worked at an auto repair shop.

Job Tasks: I begin each day, going to my computer and logging on. We are required to punch in and out (when we leave for the day) on a time clock using our computer. When customers come in I greet them and address their concerns with their vehicles. I type the customer's name, address, phone number and car information into the computer and the problems and/or the service the customer wants done. I print out a work order to give to the technician so he knows what the customer wants. When the technician has checked the car, he gives me the information and I prepare a job estimate. I contact the customer and ask for his/her approval to complete the work. If the car is under warranty, I get permission from the warranty company.

I schedule and dispatch all work orders to nine technicians . I advise customers of necessary repairs. I prepare job estimates and customers' bills . I prepare purchase orders if we pay for the customer to rent a car or hire an outside repair facility to complete the work. I arrange car rentals and sublet labor . I generate business and sales by calling previous customers and making recommendations or reminding them when service is due . I handle correspondence over the Internet and phone such as making appointments and answering questions.

Best and Worst Parts of the Job: The best part of the job is getting to work directly with the public. I enjoy helping people.

The worst part is I work where we have no heat or air conditioning and it gets very cold in the winter. This past January was almost unbearable.

Job Tips: The customer is always Right! When a customer is very upset, take a deep breath and remain calm. Try to reassure the customer that you are always looking out for their best interests. Never argue with a customer.

Additional Thoughts: If I had to change anything, I would have gotten certified in secondary education so that I could take my degree in English and work in a classroom. I enjoy people but I love children.

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