Susan Hicks
Fairbanks,AK
Summary
Dynamic Service Director with proven expertise in customer relationship management, team leadership, and workflow optimization. Committed to enhancing customer satisfaction through effective communication, problem-solving, and process improvement.
Overview
27
27
years of professional experience
2
2
Certifications
Work History
Service Director
Genes Chrysler
Fairbanks, Alaska
06.2016 - Current
- Managed service department operations and staff scheduling effectively.
- Coordinated vehicle repairs and maintenance processes for customer satisfaction.
- Trained and mentored service technicians on best practices and safety procedures.
- Implemented service quality standards to enhance customer experience consistently.
- Analyzed service department performance metrics to drive process improvements.
- Fostered strong relationships with customers to ensure repeat business and loyalty.
- Ensured that all customer service representatives had comprehensive knowledge of the company's products and services.
- Analyzed customer feedback to identify areas of improvement in product design and services provided.
- Maintained relationships with third party vendors providing customer support services on behalf of the company.
- Resolved escalated issues from customers in a timely manner by utilizing problem-solving skills.
- Managed daily operations of customer service department, including scheduling, training and supervising staff.
- Provided guidance and mentoring to junior staff members on how they can better handle challenging situations when dealing with customers.
- Oversaw recruitment process for new customer service personnel and conducted interviews with prospective candidates.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Recruited, interviewed, and hired volunteers and staff.
- Oversaw the recruitment process for a new service technicians and conducted interviews with prospective candidates.
- Coordinated, scheduled, and monitored service technician training to achieve and maintain factory-required training standards.
- Managed customer service initiatives to enhance client satisfaction.
- Maintained a special tool inventory. Ordered or coordinated repairs for any missing or broken tools.
- Scheduled yearly vehicle lift inspections, and scheduled any needed lift maintenance.
- Dispatched vehicle repairs to the appropriately trained technician to ensure proper repair.
- Created an appointment scheduling system to maximize shop productivity.
Service Advisor
Genes Chrysler
Fairbanks, AK
02.1999 - 05.2016
- Assisted customers with service inquiries and vehicle maintenance needs.
- Scheduled appointments and managed service workflow efficiently.
- Provided detailed information about repair services and costs to customers.
- Coordinated with technicians to ensure timely completion of services.
- Maintained accurate records of customer interactions and service history.
- Responded to customer complaints and resolved issues promptly.
- Educated customers on vehicle care and maintenance best practices.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Resolved customer complaints in an efficient and courteous manner.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Prepared invoices for services rendered and collected payments from customers.
- Greeted customers and addressed their needs in a professional manner.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Upsold additional products or services when appropriate.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Associate of Arts - Paralegal Studies
Phillips Junior College
Jackson, MS01-1991
studies in Political Science - Political Science and Government
St Martin's University
Lacey, WASkills
- Service management
- Customer relationship management
- Technical training
- Conflict resolution
- Team leadership
- Workflow optimization
- Effective communication
- Data analysis
- Process improvement
- Customer satisfaction
- Mechanical aptitude
- Computer skills
- Complaint resolution
- Documentation and reporting
- Records management
- Team player mentality
- Service estimates
- Clerical support
- Work order interpretation
- Client rapport
- Sales expertise
- Data processing
- Customer retention
- Service recommendations
- Data entry
- Multitasking and organization
- Excellent communication
- Bill preparation
- Handling customer complaints
- Attention to detail
- Warranty claims process management
- Cost estimation
- Service scheduling
- Listening skills
- Customer service
- Process improvements
- Program follow-up and assessment
- Price quoting
- Strong work ethic
- Goal-oriented mindset
- Repairs scheduling
- Problem-solving
Affiliations
4th Degree Black Belt, Unites States Taekwon-Do Federation
Certification
20 Year Stellantis Certified Professional
Education and Training
other,other
Custom Section 1
- Successfully reduced an outstanding Warranty schedule from an average of $100 thousand to an average of $40 thousand
- Successfully certified Genes Chrysler as VA Vocational Rehab Facility in order partner with the VA to train newly separated Military Members to become Stellantis Certified Technicians.
- Successfully partnered with the surrounding Military Installations to implement the MIlitary CSP Program which allows Military Members nearing the end of their service to Apprentice with a local business in his or her trade of their choice.
- Testified before the Alaska State Legislature to make improvement to the Alaska Auto Dealer laws.
Timeline
Service Director
Genes Chrysler
06.2016 - Current
Service Advisor
Genes Chrysler
02.1999 - 05.2016
Associate of Arts - Paralegal Studies
Phillips Junior College
studies in Political Science - Political Science and Government
St Martin's University