Customer Care Specialist/BDC09/2013 to Current Mercedes Benz of Seattle – Seattle, WA
Premier Express Service Adviser06/2015 to 02/2016 Mercedes Benz of Seattle – Seattle, WA
Ascertained automotive problems and services by listening to customer's description of symptoms, clarifying description of problems, conducting inspections, checking vehicle maintenance records, examining service schedules.
Maintained customer rapport by explaining estimates and expected return of vehicle, obtaining customer's approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, arranging temporary transportation.
Verified warranty and service contract coverage by examining records and papers, explaining provisions and exclusions.
Developed estimates by costing materials, supplies, and labor, calculating customer's payment, including deductibles.
Prepared repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required, obtaining approval signatures, entering repair order into service database system.
Maintained automotive records by recording problems and corrective actions planned
Maintained customer satisfaction by following up after service via telephone and email
ElderCare Resource Coordinator02/2012 to 08/2013 A Place for Mom – Seattle, WA
Answered a constant flow of customer calls inquiring about senior living and care,
Assisted Eldercare advisers from around the United States with follow up calls to clients who are potential movers, and calls to clients who have already moved in.
Member Services Representative07/2009 to 09/2010 AAA Corporate – Bellevue, WA
Handled, resolved and processed all membership inquiries through first call resolution including billing, renewal, upgrades, payments, information changes, duplicate cards, and processing payments.
Sold new memberships, upgrades whenever possible to increase base growth.
Assisted members through consultation giving verbal and written email information including but not limited to – directions, attractions, hotels, State parks, other areas of interest, weather conditions, road closures, member information, show your card and save program.
Received and processed Emergency Road Service calls as needed and during disaster situations.
High School Diploma: 2003Rainier Beach High school-
Excellent Customer service
Understanding of automotive technology
Reynolds and Reynolds software knowledge
To obtain the position of a Service Advisor at Toyota of Renton, where I can apply my excellent communication skills, six plus years of customer service experience, four of those years have been in an automotive dealership's service department, and be able to deliver exceptional service.