Jennifer Watkins
Maryville,TN
Summary
Skilled Automotive Service Writer with comprehensive knowledge of vehicle systems and maintenance requirements. Demonstrable strengths include customer relationship management, ability to explain technical information in an understandable way, and multitasking skills which contribute to efficient service center operations. Previous roles have emphasized importance of accuracy in writing repair orders, customer service, and preventive maintenance scheduling.
Overview
13
13
years of professional experience
Work History
Order Management Specialist
Whirlpool
Maryville, TN
06.2021 - Current
- Provide superior customer service to clients by addressing all questions and concerns through email, text, and phone calls.
- Make sure appliances, whether it be with original, upgrade, or placeholder, get to the homes in the most time-effective manner.
- Schedule deliveries of appliances and services
- Assist with installs or install issues
- Submit service and parts requests
- Create new orders
- Create all returns and reorders for damaged appliances
- Develop processes and identify opportunities for cost savings to ensure order fulfillment is timely and accurate as a Process Ambassador for our team.
Customer Service Representative
American Foundation And Basement Repairs
Maryville, TN
08.2018 - 06.2021
- Managed an active calendar of appointments and coordinated with sales team
- Directed all incoming calls
- Managed all incoming leads through phone, email, and chat
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Automotive Service Writer
Rusty Wallace Honda
Knoxville, TN
04.2018 - 08.2018
- Scheduled appointments for service and repairs.
- Inspected vehicles to determine necessary maintenance or repair needs.
- Recorded customer information, vehicle mileage, and details of services performed.
- Provided cost estimates for labor and parts based on customer needs.
- Greeted customers and answered inquiries about services offered.
- Reviewed work orders with technicians to ensure accuracy of services provided.
- Maintained accurate records of customer transactions including payments received.
- Explained repair procedures and pricing options to customers in a clear manner.
- Processed invoices for payment and checked warranties for coverage eligibility.
- Advised customers on proper care and preventive maintenance of their vehicles.
- Researched vehicle maintenance history to determine maintenance needs.
- Scheduled repair work by assigning tasks to mechanics based on skills and availability.
Automotive Service Writer
AutoPro Tires and Service
Maryville, TN
05.2015 - 04.2018
- Scheduled appointments for service and repairs via phone calls or in person.
- Inspected vehicles to determine necessary maintenance or repair needs.
- Recorded customer information, vehicle mileage, and details of services performed.
- Provided cost estimates for labor and parts based on customer needs by conducting research and contacting vendors.
- Followed up with customers on price quotes for repairs and status of vehicle.
- Ordered parts from suppliers as needed.
- Reviewed work orders with technicians to ensure accuracy of services provided.
- Maintained accurate records of customer transactions including payments received.
- Explained repair procedures and pricing options to customers in a clear manner.
- Processed invoices for payment and worked with warranty companies on getting payments.
- Assisted mechanics with diagnosing mechanical problems.
- Updated knowledge of automotive technology, industry trends, products, services, and regulations.
- Researched vehicle maintenance history to determine maintenance needs.
Customer Service/Internet Sales Manager
Airport Honda
Alcoa, TN
05.2012 - 05.2015
- Called all customers from the showroom and service visits to ensure needs were met.
- Set up revisit appointments for sales team
- Optimized website navigation structure to improve user experience and search engine rankings.
- Kept the inventory up to date on the website
- Took all calls regarding to seeing a vehicle online, answered their questions, set up the sale, and set an appointment with a sales team member to close the deal.
- Analyzed website traffic and sales data to identify trends and opportunities for improvement.
Education
High School Diploma -
Greenback
Greenback, TN05-2005
Skills
- Database Management
- MS Excel
- Returns processing
- Invoicing and Billing
- Order Fulfillment
- Data entry skills
- Estimating costs
- Technical knowledge
- CRM Software
- Diagnostic Tools
- Customer Service
- Parts Ordering
References
References available upon request.
Timeline
Order Management Specialist
Whirlpool
06.2021 - Current
Customer Service Representative
American Foundation And Basement Repairs
08.2018 - 06.2021
Automotive Service Writer
Rusty Wallace Honda
04.2018 - 08.2018
Automotive Service Writer
AutoPro Tires and Service
05.2015 - 04.2018
Customer Service/Internet Sales Manager
Airport Honda
05.2012 - 05.2015
High School Diploma -
Greenback