Description:
JOB SUMMARY:
The Customer Service Representative acts as a liaison between our customers, approved outside third-party service providers and A-Z Bus Sales, Inc. The Customer Service Representative is solely responsible for all warranty claims submitted on behalf of our customers for warranty reimbursement by either the customer themselves and/or by an approved third-party vendor. The Customer Service Representative is to technically advise our customers on matters of bus operation and maintenance; this is performed utilizing all forms of digital communication.
ESSENTIAL FUNCTIONS:
Primary Responsibility, Scope of Work, KPI Management, Complexity:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
- Receive and follow up on all customer requests for outside warranty repairs/parts replacements.
- Create and submit both warranty and policy claims pertaining to all Original Equipment Manufacturer (O.E.M.) that A-Z Bus Sales, Inc. represents.
- Collect and retain all required Original Equipment Manufacturer (O.E.M.) documentation necessary to file a warranty claim accurately. (i.e., picture, vendor estimates, SRTs, etc.)
- Set up pre-approval warranty claims using A-Z Bus Sales, Inc.’s internal pre-approval warranty portal.
- Distribute published notifications such as recalls and service bulletins to all impacted customers.
- Track customer recall via live excel sheet to share all vehicles located in our territory are completed.
- Manage Warranty sublet account monthly.
- Track and update work in progress report on a bi-weekly basis.
- Maintain accurate and up-to-date details on warranty receivable aging excel sheet.
- Maintain efficient warranty processes necessary for outside warranty repairs to transpire smoothly.
- Provide after sale’s customer support to NSB and Commercial/Transit department.
- Provide technical support to customers and repair facilities performing authorized warranty repairs.
- Coordinate the fulfillment of parts orders made by approved repair facilities and customers pertaining to approved warranty repairs.
- Submit requests for Warranty reimbursement payments to outside vendors and customers for warranty repairs completed within 45 days.
- Partner with the warranty Manger to assess outside repair facilities on a biannual basis to ensure their policies and procedures conform to A-Z Bus Sales, Inc.’s standards.
- Partner with the Warranty Manager to review repair processes and procedures agreements with authorized warranty repair facilities.
- Track Customer Care concerns that are in process via live excel sheet and follow up with the customers in a timely manner.
- Ensure exceptional customer service is delivered to all A-Z Bus Sales, Inc. customers by scheduling in person appointments, communicating effectively, providing product and service information, and answering all customer questions/concerns in a timely fashion.
- Track, retain and return defective warranty parts within specified O.E.M. warranty timeframes.
- Reconcile company visa card statement monthly.
- Conform with and abide by all regulations, policies, repair procedures and instructions to meet O.E.M. warranty guidelines.
- Conform to all A-Z Bus Sales, Inc.’s safety rules and use all appropriate safety equipment.
- Abide by all state and federal traffic laws while operating a company vehicle or driving a customer’s vehicle.
- All other duties assigned
Management-related: None required for this position.
Personnel-Related: This position has no supervisory responsibilities.
Key Performance Indicators (KPI)
- Manage open Service Orders under 30 days.
- Manage outside warranty claims for labor reimbursement to customer.
- Track customer concern – resolve within 30 days.
- Track Recall & service bulletins
Leadership: This position has no supervisory responsibilities.
Competencies
- Technical Aptitude.
- Ethical Conduct.
- Communicates Proficiently.
- Maintains Personal Credibility.
- Client Focus
- Organizational Skills.
- Problem solving/analysis.
Supervisory Responsibilities:
This position has no supervisory responsibilities
Work Environment:
This job operates generally in an office environment but will require some outside travel to visit customers and third-party vendors. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles, moving mechanical parts and vibration.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear for extended periods of time. The employee frequently is required to stand; walk; lift less than twenty pounds repetitively.
Position Type/Expected Hours of Work
- This is a full-time position. Days and hours of work are Monday through Friday, 7 a.m. to 4 p.m. Occasional overtime may be required.
Travel:
- Occasional travel is required for this position.
ADDITIONAL RESPONSIBILITIES:
Training
- Warranty filing process for all Manufacturers
- Blue Bird Vantage and Claim center website portal
- Girardin/Micro Bird GOLS website portal
- A/C manufacturers website portals
- Cummins web portal and warranty process
Requirements:
JOB SPECIFICATIONS: (Please describe what is required for satisfactory job performance in each category.)
Education and Experience:
- High school diploma or equivalent
- 3 years Customer Service
- 3 years Dealership Service Department experience
- Knowledge of vehicle products and warranties.
- Proficient with the Microsoft Excel
- Automotive technical background
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of outside organizations.
Preferred Education and Experience:
- Prior bus product familiarization/ knowledge.
- Prior warranty claim filing experience
