Service Operations Specialist | Genesis Ontario - RUSNAK

Overview

Are you ready to make the next move for your career? Do you have a passion for luxury cars? We are HIRING and we want to hear from you!

JOIN OUR TEAM                 

Rusnak Auto Group is a leader in the automotive industry with a stellar reputation in the Greater Los Angeles and throughout Southern California. Our commitment to serve our customers and win their loyalty has seen us expand to 15 locations with beautiful showrooms in Pasadena, Arcadia, Thousand Oaks, Ontario, Anaheim Hills, and Loma Linda. With over six decades of success and experience, we strive to satisfy our customers’ exquisite taste by offering 12 extraordinary brands of the most sought after luxury cars.

Our Genesis dealership in Ontario is seeking a Service Operations Specialist. This is a great opportunity to take your automotive career to the next level. In this position, you will contribute to the success of Rusnak Group by ensuring accurate, efficient, and timely completion of Service operational tasks as well as a high quality customer experience.  This position also contributes to the growth and performance of the service department and  its achievement of strategic goals by monitoring processes, inspecting service quality,  developing employees in operational and customer service skills, and managing the quality  the client experience; ensuring Service employees adhere to the Rusnak Standard with every customer on every transaction.

Rusnak Auto Group is an equal opportunity employer. We are family owned and operated since the 1960s.

WHAT WE OFFER

• Professional development and opportunities to grow within a well-respected company
• Competitive Pay
• Health Insurance Coverage (medical, dental, vision, and life)
• Comprehensive Benefits Package including Annual Wellness Fair and Employee Assistance Program (EAP)
• 401(k) Retirement Plan
• Flexible Spending Account
• Paid Time-Off (vacation pay, sick pay, holiday pay)
• Parental Leave
• Employee Perks (sports games, theme parks, etc.)
• Employee Referral Bonus Program

*Compensation will be based on experience and skill level.

*To ensure the safety of our employees and clients, we follow current guidelines and provide face masks and hand sanitizers. We use hospital grade cleaning products and increased cleaning frequency. 

Responsibilities

Successfully Manages Service Operations and Processes

• Monitor the Manufacturer’s warranty schedule on a weekly basis for discrepancies; and maintain current
• Maintain consistent comprehensive knowledge of dealership and department operations; interpret and explain department policies and procedures as needed to Service Department employees.
• Complete training as required by management and manufacturer; maintain necessary certifications as required by the Manufacturer – Master Certified
• Support the Service and Parts management team with special projects and administrative tasks, as needed
• Maintain current on customer service and service operations best practices, government compliance, and industry knowledge; design and implement training on best practices that are in alignment with The Rusnak Standard.
• Immediately report to management any Service Operations circumstance that compromises the integrity of the dealership.
• Monitors and reviews extended warranty schedule completed by cashiers to ensure timely receipt of payments on a weekly basis
• Provide department activity reports on a weekly, monthly, and annual basis to the Service Management Team and the General Manager, as needed.

Efficiently monitors workflow and staff support

• Monitor staff customer service to ensure every client would recommend the dealership to a friend or family; ensure all Service employees are adhering to The RUSNAK Standard and provide clients with the utmost positive experience.
• Develop service employees in job skills, manufacturer, dealership, and RUSNAK policy, procedures, and service standards.
• Assist in creating and monitoring staff schedules based business demand; ensuring adequate support staff coverage at all times;
• Audits staff’s quality of service; compliance, accuracy, and customer service.
• Train and maintain backup personnel for non-technician positions current in department procedures and skills to assist as needed.
• Assist service support staff in all phases of their job description when overburdened or when sickness and/or vacation occur.
• Prioritize tasks and workflow to ensure department and manufacturer deadlines are met
• Track and maintain tracking of current compliance issues
• Present service department performance and safety issues to the corresponding department manager and Director of Service/Parts within by end of occurrence date.

Efficiently and Effectively Manages Repair Order Documentation on a timely basis

• Reviews rejected claims to identify the source point for errors causing rejection; counsels initiators on proper process to correct current issue as well as the root cause to prevent future errors.
• Ensures repair order documentation and procedures comply with legal, corporate and MFR’s requirements.
• Ensure repair order document storage complies with established corporate, legal, and Manufacturer requirements.
• Ensures claims are input correctly with all relevant information needed clearly stated.
• Manage warranty schedule to ensure aging claims are processed and proactively followed through payment.

Qualifications

• Minimum of 5 years in position of Automotive Service Department or similar positions in the Automotive industry.
• Required; H.S. Diploma/GED/ or Equivalent
• Excellent interpersonal and customer service skills; at least 2 years retail related experience.
• Strong verbal and written communication skills (Bi-lingual in English and Spanish or other language is an asset in this position).
• Required; Current California Driver License with satisfactory Department of Motor Vehicle driving record.

Degree/Diploma

Licenses Required