Randy Gray
Hickory,NC
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
24
24
years of professional experience
Work History
Customer Service Advisor
Carmax Auto Superstores
Hickory, NC
09.2008 - Current
- Provided customer service by responding to inquiries and resolving problems in a timely manner.
- Answered customer calls, emails, and live chat inquiries promptly and courteously.
- Identified customer needs and offered solutions to enhance the customer experience.
- Developed relationships with customers through proactive follow-up on orders.
- Collaborated with other departments to ensure quality service delivery for customers.
- Maintained detailed records of customer interactions, transactions, comments, and complaints.
- Performed administrative tasks such as data entry into internal systems.
- Consulted with customers regarding needs and addressed concerns.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Service Advisor
Advantage Chrysler Dodge Jeep and Ram
Mount Dora, FL
01.2001 - 06.2008
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Maintained records of customer interactions and transactions.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Prepared invoices for services rendered and collected payments from customers.
- Resolved customer complaints in an efficient and courteous manner.
- Ensured that all customer inquiries were handled promptly and accurately.
- Developed strong relationships with customers by providing exceptional customer service.
- Upsold additional products or services when appropriate.
- Promptly responded to customer inquiries via phone, email or in person.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Followed up with existing customers regarding past services performed on their vehicles.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Kingston High School
Kingston, NY06-1983
Skills
- Customer service excellence- Customer satisfaction rating has consistently been above 92% and ranks in the top 15% of the company nationwide
- Work Order Preparation- Asking the discovery questions to best inform the technicians of the customers needs and expectations to beter resolve issues in a timely manner
- Building rapport- Developing a trust with the customer so they know that I've got their back and will work to find a win-win solution for the customer and the company
- Account Updates- Keeping the customer informed throughout the process relieves the stress of not knowing and the feeling of being in limbo
- Escalation management- By remaining calm and even tempered, I can bring a customer down from their bad experience and let them know what we can do for them instead of what we can't do
Timeline
Customer Service Advisor
Carmax Auto Superstores
09.2008 - Current
Service Advisor
Advantage Chrysler Dodge Jeep and Ram
01.2001 - 06.2008
High School Diploma -
Kingston High School
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