Customer Care Specialist 1/2013 Page 2

Fagan Automotive, Inc Position Description

REVISION DATE: January 2013

TITLE: Customer Care Specialist

REPORTS TO: Service Manager(s)

MAIN OBJECTIVE: The Customer Care Specialist’s primary responsible is to answer phones and respond to general customer inquiries, processing incoming calls and customer issues. Provide support to our Service Consultants.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Minimum of a high school diploma or equivalent  Excellent communication and human relations skills; correct use of English and a clear and pleasant speaking voice are required.  Working knowledge of vehicle mechanics a plus  Professional appearance  Excellent organizational skills  Ability to work with menu driven computer software and a working knowledge of Microsoft Office and the Internet  Must have basic mathematical skills (must be able to add, subtract, and work with fractions and percentages)

Essential Duties:  Handle all calls in a helpful, professional manner  Place outbound calls as instructed  Determine which Advisor to schedule for  Answer customer inquiries related to products and services  Continuously monitor calls in the queue  Assist the Service Manager(s) with other tasks  Maintains an organized work station ensuring the confidentiality of documents.  Able to work Monday – Friday 8:00AM – 5:00PM

Additional Responsibilities and Performance Standards:  Attends departmental meetings.  Understands and complies with all company policies and guidelines as written in our company handbook.

PHYSICAL DEMANDS: The employee will be in an office setting and will be required to sit at a desk for long periods of time and have the mobility necessary to move throughout the service areas. Will operate telephone console and perform data entry on the computer. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, and climb stairs.

WORK ENVIRONMENT: Will walk through office, showroom, outdoor sales lot and shop areas and may encounter slippery floors and minor exhaust fumes. The employee must occasionally lift and/or move items in excess of 10 pounds.

NOTE: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.

I acknowledge that I have received a copy of this job description and have carefully read and understand its contents. I understand the responsibilities, requirements and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the dealership has a similar right.

______Employee’s Name Employee’s Signature Date Customer Care Specialist 1/2013 Page 2 ______Supervisor’s Name Supervisor’s Signature Date