AUSTIN BACON

MAINLINE SERVICE WRITER

Courtesy Kia

Mesa, AZ

06.2021 - 10.2024

Managed all customer interactions, created quotes, service orders and drove customer satisfaction
Facilitated all customer work orders, ensured accuracy of labor hours, part costs, and other costs
Increased productivity and customer service levels by anticipating needs and proactively planning support needs to deliver outstanding customer support.
Communicated repair information to customers in a professional manner by telephone or in person
Performed basic administrative duties such as filing paperwork, answering phones, and scheduling appointments.
Maintained customer database with current contact information and vehicle records.
Processed payments for completed services using cash register or point-of-sale systems.
Resolved customer complaints regarding service quality or billing issues promptly and professionally.
Verified that all required safety checks had been performed on vehicles before release to customers.
Advised customers on preventative maintenance schedules for their vehicles based on manufacturer recommendations.
Created detailed invoices for each job completed which included labor charges, parts costs, taxes, fees.
Followed up with customers after the completion of service to ensure satisfaction with the results.
Tracked warranty claims related to customer repairs and submitted necessary documentation to manufacturers.
Collaborated with technicians, parts department and managers to stay on top of availability and service procedures.
Presented accurate estimates to inform customers of service charges and expectations.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Supported timely and accurate service by producing daily job status reports.
Worked with sales personnel to price and schedule repair needs on new and used vehicles.
Promoted add-on services to increase department revenue, increasing bills on average.
Updated databases with new and modified customer data.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Took special orders in person and over telephone, generating additional revenue every month.
Strengthened customer retention by offering discount options.
Mentored junior team members and managed employee relationships.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.