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Customer Service Advocate

Hendrick Automotive Company • Concord, NC • 8h ago

Honda of Concord

Location: 7650 Bruton Smith Blvd, Concord, North Carolina 28027

Summary: Provides administrative and clerical support to Fixed Operations department.

Supervisory Responsibilities: This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities include the following:

Answers incoming calls in a courteous and professional manner.

Takes accurate messages.

Directs calls to the appropriate department or person.

Greets customers in service and parts department areas.

Directs customers to the appropriate department or person.

Address customer concerns.

May schedule appointments for customers.

Prepares written correspondence, reports and other complex documents.

Organizes programs, events, meetings or conferences by arranging facilities and caterers, issuing information or invitations, coordinating speakers and controlling event budget.

May assist with filing warranty claims.

Safeguards vehicle keys and property.

Reconciles various accounts and researches discrepancies.

Works closely with department managers to ensure customer satisfaction.

Maintains CSI at or above Company standards

Maintains an organized, clean and safe work area

Participates in required training

Records all hours worked accurately in company timekeeping system

Follows Safeguards rules and regulations.

Demonstrates the Company's Core Values

Complies with Company policies and procedures

Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.

Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to 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 medical conditions to perform the essential functions.

Desired Education:

o GED

o High School Diploma

vo Associate Degree

o Bachelor Degree

o Master Degree

o Doctorate Degree

Field of Study/Work Experience:

o Accounting

vo Automotive

o Business

o Human Resources

o Information Technology

Desired Work Experience:

o up to 3 years

vo 3-5 years

o 5+ years

Education/Experience:

Previous administrative, accounting, or customer service experience desired. Must have excellent interpersonal, communication, and organizational skills.

Certificates and Licenses:

vo Valid Driver's License

o Automobile Salesperson License

Computer Skills:

Intermediate to Advanced skills in Microsoft Office products. Advanced ability to learn the Dealership Management System and other web based applications utilized for operations.

Communication Skills:

Ability to understand and follow instructions. Ability to communicate effectively with customers and company

personnel.

Attendance Expectations:

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit; use hands to finger, handle, or feel.

Environment Demands:

Duties are performed primarily at a desk in an office setting. Work includes frequent clerical and administrative responsibilities and interaction with customers and employees.

Verbal and Writing Ability:

Ability to read and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers and other employees.

Math Ability:

Ability to add, subtract, multiply and divide.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations.

Core Values:

To perform the job successfully, an individual should demonstrate the following Core Values:

Servant Leadership

Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.

Teamwork through Trust & Respect

Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.

Integrity

Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.

Commitment to Customer Enthusiasm

Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.

Passion for Winning

Hendrick's tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.

Accountability at All Levels

Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.

Commitment to Continuous Improvement

Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12ScreenRdr.pdf.

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