1. Programs used:
CDK (was ADP), X-time (database for service appointments), Text2Drive (text based
customer relations database), Compass (customer relations management system) Lo-
Jack's appointment system, IDEN’s appointment system (in house, outside vendor for
car details, window tint, protective coatings), ERC (Express Reconditioning Center's
appointment system), Audi warranty data base (Elsa), Porsche warranty data base
(PPN), MB warranty data base (Netstar) Excel, Word, Outlook
Tasks performed:
Answer client calls promptly and professionally, between 100-150ish inbound calls per
day, for Audi, Mercedes-Benz, Volvo, and Porsche
Coordinate service appointments with efficiently and excellent customer service
Coordinate (created/rescheduled) sublet appointments at outside vendors as
needed to ensure smooth customer experiences (rim repairs, paint work, ding repairs,
windshield work, window tint, protective coating installs, details, etc.) Performed
operator duties for other departments as needed and internal departments
Check 1/2 the voice mail boxes for client care center when working Mon-Fri and
all on Saturdays (voice mail exists for Porsche, MB, Volvo, Audi, old boxes for Audi
South Center and Saab; older boxes have messages for Audi Bellevue). Answer
straight forward tech questions — any too advanced goes to advisors
Use CDK to provide price quotes when possible (SSPS) or check with
advisors/parts for prices
Use warranty data bases as possible to look up warranty expirations,
maintenance plans, open recalls, etc. when needed (warranty databases for MB, Audi
and Porsche)
Check if parts in stock when scheduling to ensure items resolved promptly, when
applicable
Manage items owed by the sales department to new owners a.k.a. (“we owe(s)”) —
typically very sublet heavy — calling, email, tracking, scheduling and forwarding info
back to other departments as needed
Follow, respond to and correct appointments created online by clients, including to any
inquiries or call back requests, to ensure great service upon their arrival - specifically for
Audi; will follow other stores email boxes as needed depending on staffing or on
Saturdays
Ensure proper handling of calls, to direct customers as needed, and minimize call
times

2. Explain process, and procedures regarding we owes, SOPs, recalls, etc.
Responsible for following and responding to customers via a text message based
customer relations database (text2drive) — service retentions, declined work, happy
birthday, and service follow-up messages.
Address any emails or calls sent directly from managers or advisors about clients
needing appointments or who need calls to schedule a special order part, (we owe(s))
or special
circumstances — like comebacks. Follow those attempts to contact until the client
schedules or declines work.
Address Compass confirmation calls, no shows, service retentions and new car sales
for four stores — if operator in, some of those duties will be handled by them —
maintain follow-up box. If anyone missing or scheduled off on a given day, ensure
compass (all categories) is handled for their primary store.
Schedule transportation as needed, request shuttle driver schedule as needed / in your
role serve as a backup driver as required.
Keep track of differences of various dealerships and their service department's unique
and specialized requirements from their corporate companies
Assist coworkers with questions or directions as needed.