Customer Service Representative

JAY HARPER

Athens, GA ***** • 678-***-****• ad5rcm@r.postjobfree.com

Professional Summary

Professional Automotive Service Writer with 6 years of experience working at dealerships, auctions, production and repair shops. Comfortable working in high demand, fast-paced business while providing courteous professional service to new and established customers. Trained and knowledgeable on large variety of automobile makes and models. Experienced Automotive Service Writer with 16 years of experience working in both large and small auto repair shops. Details customer cost estimations with care, professionalism and courtesy. Hardworking Customer Service Representative with 10 years of experience working directly with insurance companies and adjustors. Trained in project and time management with extensive knowledge of CCC, Audatex, WebEst, and Shop Tool, with proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the Automotive industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Dependable Service Writer with multiple years of experience providing job workflow management and operations assistance to the service department. Successful in building strong relationships with vendors and teammates to accomplish excellent and quick service. Professional when communicating unexpected issues and possible solutions to customers. Skills

Automotive Services Industry Knowledge

Estimating Repair

Complaint resolution

Account management

Computer proficient

Work History

Automotive Service Writer, 04/2018 to Current

Topcoat Automotives – Atlanta, Ga

Greeted and registered customers requiring service and directed automobiles to service garage. Answered service department phone and responded promptly to questions and messages. Provided customers with estimation of repair costs and reasonable timeline for completion of service. Followed up with customers about resolved issues and completed work orders to maintain high standards of customer service.

Used Mitchell & CCC computer system to enter customer information, create service records, order parts and develop cost estimations.

Verified warranty plans and coverage and uncovered hidden warranties. Assigned jobs to technicians according to experience and knowledge of handling specific repairs. Implemented routine scheduled maintenance programs for established customers. Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Promised best prices for customer services and maintained accuracy when determining quotes. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.

Calculated correct order totals, updated accounts and maintained detailed records for inventory management.

Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Communicated with vendors regarding back order availability, future inventory and special orders. Resolved issues by coordinating with service department Assistant Manager, 10/2014 to 02/2018

Maaco Auto Body – Morrow, Ga

Exceeded service objectives by applying proven customer service and sales best practices. Improved customer satisfaction ratings by addressing issues and fostering timely resolution. Managed customer relations and customer service through daily communication and interaction. Greeted customers entering store and promoted sales or special programs. Provided primary customer support to internal and external customers in fast-paced environment. Educated customers on promotions to enhance sales. Processed purchases and handled payment transactions using POS system. Demonstrated items to customers and created customer awareness, interest and sales. Maintained clean sales floor and straightened and faced merchandise. Informed customers about special promotions and provided detailed information for various products. Issued credit or full refund for customer returns and reported on product defects or damages resulting from shipping process.

Offered advice and assistance to customers, paying attention to special needs or wants. Issued receipts and processed refunds, credits, or exchanges. General Technician, 04/2008 to 10/2014

Bishop Brothers Auto Auction – Atlanta, Ga.

Checked, installed and repaired brake system components such as rotors, pads and drums. Rotated, mounted and balanced tires on cars, trucks and vans. Maximized efficiency by coordinating changing and rotating of tires. Operated equipment such as Hunter.

Located and fixed tire flats with compounds or physical patches. Evaluated fluid levels, battery functioning and vehicle leaks. Performed body work to panels as well.

Primed and painted parts as needed.

Education

Auto Body Collision Repair: Automotive-Body Technology, 06/2008 Atlanta Technical College - Atlanta, GA

High School Diploma: 05/2004

Chamblee High School - Chamblee, Ga.

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