David Brown

Automotive Assistant Service Manager

Hudson Cadillac Buick GMC

Poughkeepsie, NY

07.1997 - Current

Courteously greeted customers and assisted with initiating service requests. Identified automotive issues to determine service needs by reviewing symptoms, test driving and conducting inspections. Created service order requests by documenting customer complaints and repair needs in work orders. Provided time and cost estimates for proposed service to gain customer authorization.
Scheduled repair work by assigning tasks to mechanics based on skills and availability. Documented service information in system within client profiles and updated repair status. Observed and managed repair time to accelerate return of vehicle to customer. Presented accurate estimates to inform customers of service charges and expectations.
Interfaced with technicians, parts department and managers to stay on top of availability and service procedures.
Called customers to schedule vehicle inspections, recall work and preventive maintenance. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Researched vehicle maintenance history to determine maintenance needs.
Delivered positive reinforcement and constructive criticism for employee work efforts.
Implemented processes to improve customer satisfaction and retention.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Encouraged departmental employees to present positive, exemplary image to customers.
Assisted in organizing and overseeing assignments to drive operational excellence.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Maintained professional demeanor by staying calm when addressing unhappy or angry customer.
Proficient in the use of CDK Drive DMS

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