Service Operations Specialist
Rusnak Auto Group
- Ontario, CA
- $22.00 per hour
- Permanent
- Full-time
- Monitor the Manufacturer’s warranty schedule on a weekly basis for discrepancies; and maintain current
- Maintain consistent comprehensive knowledge of dealership and department operations; interpret and explain department policies and procedures as needed to Service Department employees.
- Complete training as required by management and manufacturer; maintain necessary certifications as required by the Manufacturer – Master Certified
- Support the Service and Parts management team with special projects and administrative tasks, as needed
- Maintain current on customer service and service operations best practices, government compliance, and industry knowledge; design and implement training on best practices that are in alignment with The Rusnak Standard.
- Immediately report to management any Service Operations circumstance that compromises the integrity of the dealership.
- Monitors and reviews extended warranty schedule completed by cashiers to ensure timely receipt of payments on a weekly basis
- Provide department activity reports on a weekly, monthly, and annual basis to the Service Management Team and the General Manager, as needed.
- Monitor staff customer service to ensure every client would recommend the dealership to a friend or family; ensure all Service employees are adhering to The RUSNAK Standard and provide clients with the utmost positive experience.
- Develop service employees in job skills, manufacturer, dealership, and RUSNAK policy, procedures, and service standards.
- Assist in creating and monitoring staff schedules based business demand; ensuring adequate support staff coverage at all times;
- Audits staff’s quality of service; compliance, accuracy, and customer service.
- Train and maintain backup personnel for non-technician positions current in department procedures and skills to assist as needed.
- Assist service support staff in all phases of their job description when overburdened or when sickness and/or vacation occur.
- Prioritize tasks and workflow to ensure department and manufacturer deadlines are met
- Track and maintain tracking of current compliance issues
- Present service department performance and safety issues to the corresponding department manager and Director of Service/Parts within by end of occurrence date.
- Reviews rejected claims to identify the source point for errors causing rejection; counsels initiators on proper process to correct current issue as well as the root cause to prevent future errors.
- Ensures repair order documentation and procedures comply with legal, corporate and MFR’s requirements.
- Ensure repair order document storage complies with established corporate, legal, and Manufacturer requirements.
- Ensures claims are input correctly with all relevant information needed clearly stated.
- Manage warranty schedule to ensure aging claims are processed and proactively followed through payment.
- Maintain a strong “Client-Centric” vision that is aligned with “The Rusnak Standard” and best practices to provide professional and exemplary service to create an extraordinary experience during every encounter with internal/external customers.
- Actively listen and communicate, verbally and in writing, in a courteous, professional, clear, concise, and correct manner to identify client needs beyond expressed concerns.
- Respond in a timely, courteous, and professional manner with a “consultative, value-added” approach to secure client understanding and develop a stronger business relationship and future business.
- Seize every opportunity to improve Client satisfaction by conducting self in a professional manner and working in accordance Company values, beliefs, norms, and standards; holds self and others accountable for exemplifying the corporate culture.
- Respect and demonstrates passion for the RUSNAK brand and our manufacturers’ brands; Behaves professionally, respectfully, honestly, and with the utmost ethical manner with internal/external Clients, vendors, business associates, and at work and any event and/or activity that is related to RUSNAK and/or its manufacturers.
- Maintain a professional and well-groomed personal appearance at all times.
- Seek out opportunities to enhance personal organizational, communication, and negotiation skills.
- Maintain current job and product knowledge to improve effectiveness with clients and all job tasks.
- Consistently produce accurate and thorough work at all times that meets “The Rusnak Standard.”
- Accept individual responsibility and accountability for complying with the Company Health and Safety (H&S) processes within personal control; performs duties in a way that will not cause personal danger, endanger other individuals, or violate local, state, federal, environmental regulations.
- Promptly corrects or reports any hazard or potential hazard to supervision; wears personal protective equipment, where required; ensures work location is kept safe, neat, organized, effective, and inviting.
- Treat all Clients, employees, vendors, and associates with respect.
- Willingly adjust to unexpected changes or requirements and undertake tasks that fall outside of the routine job and assist others whenever possible to meet Client requests and business demand.
- Minimum of 5 years in position of Automotive Service Department or similar positions in the Automotive industry.
- Required; H.S. Diploma/GED/ or Equivalent
- Excellent interpersonal and customer service skills; at least 2 years retail related experience.
- Strong verbal and written communication skills (Bi-lingual in English and Spanish or other language is an asset in this position).
- Required; Current California Driver License with satisfactory Department of Motor Vehicle driving record.