Kevin Jerscheid

• Assisted with scheduling appointments for service work to be performed on vehicles.
• Participated in ongoing training activities related to automotive technology advancements.
• Resolved customer complaints in an efficient and courteous manner.
• Prepared invoices for services rendered and collected payments from customers.
• Maintained records of customer interactions and transactions.
• Explained the features and benefits of products or services offered by the dealership to customers.
• Promptly responded to customer inquiries via phone, email or in person.
• Demonstrated knowledge of advanced diagnostic equipment used in the shop.
• Greeted customers and addressed their needs in a professional manner.
• Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
• Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
• Tracked customer requests, comments, problems, issues and resolutions within designated systems.
• Ensured that all customer inquiries were handled promptly and accurately.
• Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
• Provided accurate estimates of repair costs, labor times and parts prices to customers.
• Followed up with existing customers regarding past services performed on their vehicles.
• Upsold additional products or services when appropriate.
• Developed strong relationships with customers by providing exceptional customer service.
• Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Updated databases with new and modified customer data.
• Prepared and evaluated CRM reports to identify problems and areas for improvement.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Determined accurate prices for customer services, consistently searching for deals and best prices.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.
• Provided top quality control and eliminated downtime to maximize revenue.
• Exceeded established service goals while leveraging customer service, sales and employee management best practices.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Collected deposits or payments and arranged for billing.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Strengthened customer retention by offering discount options.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Oversaw warranty counseling process to manage expense controls.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

• Managed service staff to ensure customer satisfaction and compliance with company policies.
• Developed and maintained relationships with customers, vendors, and suppliers.
• Monitored service performance metrics to identify areas of improvement.
• Created service write up processes and trained new service advisors.
• Filed warranty claim for Dealership OEM, Kentucky Trailer, Jerr-dan, and trained service department front counter personnel in these warranty processes for filing.
• Created job descriptions for A, B, and C level service technicians, detail department personnel, service advisors, as well as warranty liaison's.
• Created monthly service specials.
• Worked with general manager and sales manager in increase the production side of service for the Jerr-dan, standard, medium, and heavy equipment body installations as well as refuse, Hiab and Galfab equipment.
• Researched truck wash and detail department equipment and worked with installers for proper equipment functions.

Assisted with planning and setting up this new locations as well as recruited technicians and service advisors. Assisted service advisor in customer writeups and worked with customers directly to keep them updated along the diagnosing, estimating, and repair process. Helped build new clientele and built relationships with other Pete Store locations and leasing departments. Scheduled work in the shop and handled warranty claims and completed vehicle campaigns for Peterbilt, Paccar, and Cummins.

Greeted customers to obtain information on concerns and issues they had with their equipment. Took detailed information to provide technicians with as much information as possible to troubleshoot, estimate, and complete any and all needed repairs and services. Implemented standards for shop operations to help increase technician and service department productivity and efficiency. Monitored repair times to increase efficiency. Worked with our parts department to provide customers with accurate estimates, parts availability, and repair times. Updated customers throughout the repair process to update repair status and completion times. Checked OEM and aftermarket warranty coverage's for Kenworth Paccar, Cummins, Caterpillar, and Isuzu. Worked with corporate warranty associates to ensure proper warranty coverage's and obtain optimal warranty coverage and income. Schedule customers appointments based on shop availability and customer needs and work with current shop foreman to ensure appointments and repair times are met to the best of shop availability. Trained new employees at the service desk with Karmak Fusion system and warranty processes.

Took phone calls to create customer appointments. Greeted customers and discussed their repair needs. Created accurate estimates and provided repair updates and statuses to customers. Completed billing and ensured customer satisfaction. Helped shop foreman with scheduling repairs and handled sublet repairs when necessary.

Started back with company as a service advisor after leaving to move on to Truck Enterprises Inc and then TMI Truck and Equipment and worked my way to service manager after 3 months of returning. Handled customers concerns. Handled warranty repairs through Cottrell Manufacturing for carhaulers and Jerrdan for wreckers and rollbacks. Handled some Peterbilt Warranty with assistance through Peterbilt of Atlanta prior to East Coast delivering new equipment to our customers. Helped starting East Coast in the light, medium, and heavy duty wrecker builds with help through the owner and Jerrdan Manufacturing. Created estimates for customers repairs. Set and monitored repairs and repair times to ensure customer satisfaction. Built many relationships with customers over several years to help build a good customer base. Created a scheduling chart for technicians to create a schedule based on inside sales and outside customers needs and monitored schedule and repair statuses and completion.

Helped customers at time of write up and obtained proper information to provide to technicians for proper diagnostics and repairs. Created accurate estimate to provide customers and provided repair statuses and repair times. Created a scheduling board to be able to assist service manager in scheduling in service department outside customer repairs as well as internal sales truck preparation for delivery and inventory.

Started working as a new and used truck detailer to prep new equipment for delivery, keep company equipment clean including owner, employee, and other company vehicles, as well and fully reconditioning used equipment from paint refinishing, headrack and trailer painting, full interior detailing, and aluminum polishing. Moved from detailer to managing the truck wash and detailing department and trained new employees on proper methods and chemicals used for the process. Built a large clientele and customer base to help create and lucrative truck wash and detailing facility for outside customers as well. Moved from the detail department to become a service advisor. Handled customers concerns and created write ups obtaining customer information and concerns to provide technicians with proper information to properly diagnose and repair customer and inside sales equipment. Worked with service manager and foreman to ensure proper repairs had been completed, estimated repair costs were matched, and repair times met customers needs.