Kristine Rivard

• Interact with persons in our care (PIOC) with a firm but fair demeanor
• Comply with routine expectations and variable deadlines by using effective decision making, critical thinking, and time management skills
• Asking pertinent questions and following up with supervisors when necessary
• Fostering a safe work environment through the application of policy and procedure

• Educated customers regarding regular maintenance protocols to preserve vehicle condition.
• Examined service history and provided initial inspection of vehicle to identify issues.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Interpreted diagnostic results to provide accurate repair recommendations.
• Developed estimates by costing materials, supplies, and labor.
• Developed process improvements to enhance overall delivery of service.
• Trained new personnel regarding company operations, policies and services.

PARTS:

• Order through OEM and aftermarket distributors
  Identification of correct parts through catalogs, measurements, pictures, descriptions and cross reference of part numbers
• Responsible for ordering all parts necessary for repair orders and retail store stock (everything from axle components, tires, hitches, electrical, woodwork, plumbing, LP, roofing, appliances (and their various components) in addition to any accessories or upgrades (backup cameras, antennas, slide toppers etc.) as necessary
• Checking throughout the day for incoming drivers and deliveries
• Receiving in parts, checking for damage, and documenting/ communicating which items are here (vs. still on order, back ordered) and taking next applicable action with the work order based off that information
• Creating return goods authorizations for damage/ incorrect items
  Inventory
• Cleaning and reorganizing part rooms as needed

SERVICE:

• Retrieving keys from morning drop box, created ROs based off of drops, following up with customers on any items that may need clarification
• Answering any calls pertinent to parts, service and warranty inquiries in a high call volume setting
• Creating ROs and ensure accurate billing to applicable party (internal, external, warranty), with correct labor and parts applied to each line
• Creating detailed estimates for insurance and upgrade purposes, quoting routine repairs as needed
• Basic mechanical knowledge of all components of an RV and its various systems
• Minor to moderate technical troubleshooting to determine if a service appointment is needed
• Schedule both incoming and outbound service work
• Writing accurate work orders with necessary, detailed information
• Consistent follow up with customers on status of repairs, estimated completion dates
• On occasion, closing out end of day reports, verifying credit cards and cash drawers balance

WARRANTY:

• Creating warranty pre-authorizations with correct coding in OEM websites and attaching applicable supporting documentation
• Explaining warranty coverage to customers
• Following up with manufactures on denied requests, special circumstance requests, additional technical assistance as needed

• Retrieve messages and respond to daily customer calls and inquiries in a high volume environment
• Create repair orders ensuring correct billing codes are being applied and accurate descriptions are given to the technician
• Schedule appointments
• Follow up with status with parts and warranty department
• Thoroughly explain warranty coverage to customers
• Answer minor technical questions
• Create estimates for insurance repairs and quotes on upgrade options
• Bill out/ close internal and external work orders
• Review problematic work orders with service manager when necessary
• Review improvements as a team to increase work flow and reduce time units are on lot

• Quality check accuracy on work order repairs, billing codes, and customer requested information.
• Submit all OEM warranty work from seven manufacturers and various vendors (approximately 70% of service work) to manufactures within a timely manner, ensuring all described requested information is provided.
• Consistent follow-up and communication with service writers on status of warranty work, information that may be to be obtained from the customer, and parts ordered via warranty.
• Being an active resource for technicians and additional technical information that may need to be obtained from manufacturer and vendor resources.
• Actively working to reduce escalation of customer complaints and concerns, following up with management when necessary.

• Comply with health and safety standards for medical grade linen needs, including accuracy in sort and count, productivity goals and standards, and minor mechanical troubleshooting and repair.

• Work with sales and lead a team of four to ensure vehicle appearance is to or beyond customer satisfaction in accordance with scheduling needs provided by sales and service departments.