Bodyshop CSR

Scarborough Toyota is currently seeking a Body Shop Customer Service Representative to join our team of customer focused professionals within our high volume and process-driven dealership.

Purpose/Summary of Position:

As the “director of first impressions” for the dealership, the Body Shop Receptionist maintains a consistently professional appearance, a friendly and welcoming disposition with customers, guests and staff and maintains a positive and courteous demeanour in all interactions. In addition to operating a busy multi-line phone system, in-person guest greeting and sales coordination, the Receptionist is also responsible for various administrative duties.

Key Accountabilities & Objectives:

• Ensure all customers are greeted and assisted in a prompt and professional manner
• If on the phone look up and make eye contact with the person and give an indication that you’ll be just a moment
• Effectively manage all incoming phone calls, walk-in business and direct to the appropriate person or department
• Take full responsibility for handling all incoming phone calls in a courteous and polite manner
• Always try and answer calls on the first or second ring
• Never leave a customer on hold for more than two minutes
• Memorize and use the phone scripts provided
• Establish the purpose of incoming calls; question the caller and handle as many questions and situations as possible
• Forward calls to the appropriate staff members, if person is not available to take the call ensure the message is relayed to them
• Suggest estimate appointments but don’t turn away customers without an appointment
• Assist sales with estimate follow-up calls
• Answer customer questions about work in process, if needed contact service
• Review list of vehicles in the shop and contact customers with updates on the status of their vehicle
• Manage rental car reservations
• Schedule repairs
• If customer has a problem or complaint handle the situation, if needed contact the appropriate manager
• Review jobs in process and verify that payment had been arranged prior to delivery. Do not release vehicle without full payment unless prior arrangements have been made
• Before accepting payment explain the billing to customer
• Ensure all customers are treated in a manner that makes them feel comfortable and important

Special Requirements:

• Valid driver’s license
• High school diploma or GED required
• Strong customer service and troubleshooting skills
• Experience working as a customer service representative for a body shop preferred
• Exceptional conflict resolution, negotiation, and objection handling skills
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of MS Word, Excel and e-mail
• Professional appearance and manners
• Strong work ethic and positive team attitude

Qualified applicants are invited to apply with resume and cover letter.

Scarborough Toyota is an equal opportunity employer which values diversity in the workplace. If you require accommodation in order to participate in the hiring process, please contact us at (416) 751-1557 ext 4004 or humanresources@scarboroughtoyota.ca to make your needs known in advance.