“I want to make sure we’ve done the right thing by the customer.”
That quote pretty much sums up Bridget Jones’ time with Milton Ruben Chrysler Dodge Jeep Ram. Originally hired as a Cashier in the Service Department, Jones moved to the Concierge team until last month, when she was announced as Milton Ruben’s first Service Advocate, a position created with the sole purpose of enhancing the customer experience.
Service Advocate Bridget Jones formerly served in the Service Department as a Cashier, then Concierge. Jones has also taken advantage of the partnership Milton Ruben has with Strayer University.
Though Jones has always helped customers, as a Service Advocate, she now works with customers from the beginning to the end of their visit. After looking at customer surveys, Chrysler’s corporate office formed the position, and worked with Jones to define the role. She sees herself as a sort of mediator between the busy Service Advisors and the customers who can’t be in the dealership while their vehicle is being worked on.
“We needed the customer to have a voice between them and the Service Advisor, and I’m that voice,” Jones explained.
Armed with a phone, walkie-talkie, computer and desk in the exact middle of the Service Department, Jones spends her day interacting with customers and colleagues. After meeting with the managers each morning, Jones walks around and collects updates from the Service Advisors. At her desk, Jones is always on the phone. The questions she answers can range from a quick price quote to an ongoing issue that she then handles in one of two ways. She either puts a customer in contact with their Service Advisor, or speaks with several colleagues to get information that she then digests and explains to the customer. With the little free moments she has, Jones walks the waiting area and makes it a goal to speak with every person.
Service Advocate Bridget Jones gets an update on a customer’s vehicle from Service Advisor Chris Barnwell in the Service Lane.
While Jones’ days are full, she still has plans for her position. Currently, she’s working on the appearance of the department. From cleanliness of the waiting area to ensuring that employees are wearing name tags and planning team-building activities, Jones chalks it all up to professionalism.
“When a customer is walking in, you want a professional presentation,” she said. “And it’s easy to make that happen.”
Though Jones has only been the Service Advocate for a month, the position is quickly becoming essential to the department. For the Service Advisors, she’s a source to stay in contact with the customer, and holds them accountable for what they’ve told customers.
Service Advocate Bridget Jones confirms an appointment with a customer.
While the department is adjusting to having her as this type of resource, Service Manager Mike McNutt can already tell that Jones is the right person for the job, saying that she’s great with customers and that she “brings an added value to the customer experience.”
For Jones, her goal is simple: Make people excited to visit. While Milton Ruben is in a convenient location, she doesn’t want that to become a crutch for the department.
“I want people to want to bring their vehicle to us and trust that we’re going to do a good job,” Jones said, before returning to her ringing phone.
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