Automotive Customer Body Shop Service Advocate - Highland, Michigan, United States

About the Role

As an Automotive Customer Body Shop Service Advocate (CSA), you will support and assist the body shop department and services to customers at a growing, family-oriented business committed to employee development, environmental responsibility, and community involvement.

Responsibilities

• Preparing for the Day:
  • Pre-print VMAs for the lane and provide to advisors.
  • Review appointment schedule with management.
  • Participate in morning meetings.
• Daily Focus:
  • Greet every customer promptly; address appointment-holders by name.
  • Maintain the appointment sheet at all times.
  • Perform waiting-room “Check ins,” assess the room’s atmosphere, and report to Lane/Service Manager.
  • Provide basic/generic status updates, parts updates, and completion-of-work notifications.
  • Schedule active deliveries.
• Customer Interaction:
  • Assist with incoming phone calls; direct calls to available consultants.
  • Take messages and deliver them directly to advisors for follow-up; track messages to ensure follow-up.
  • Perform active deliveries when available.
  • Discuss CSI survey and perform CSI follow-up calls.
  • Direct any customer concerns to the Management team.
• Rental and Coverage:
  • Handle all incoming and out-bound rentals.
  • Fill in for advisors who are out for the day.
• Additional Tasks:
  • During downtime, check in with the Management team for additional tasks.

Requirements

• 1 year of prior experience in a body shop.
• Problem-solving skills.
• Scheduling skills.
• Solid knowledge of computers and proficiency in web navigation.
• Strong written and verbal communication skills.
• Customer-focused with the ability to overcome objections.
• Positive attitude and team-player mentality.
• Excellent communication skills.
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• High School Diploma or GED.

Physical Requirements

• Occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• Regularly required to stand, talk, and hear.
• Frequently required to walk and sit.
• Potentially exposed to exhaust fumes or other airborne particles.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, and peripheral vision.

Benefits

• Competitive compensation.
• Employee Referral Program.
• Employee discounts on sales and service.
• Benefits Package:
  • Medical, Dental, Vision.
  • Employer-paid Life/AD&D.
  • Employee Assistance Program.
  • Pet Insurance.
• Voluntary Benefits:
  • Flexible Spending Account.
  • Life/AD&D, Short-Term and Long-Term Disability.
  • Critical Illness, Accident Insurance.
  • Legal & Identity Theft Protection.
• 401(k) with employer match.
• Holiday Savings Program with employer match.
• Paid Time Off.
• Holiday Pay.

About the Company

Founded in 1980 by Michael Sr. and Maureen LaFontaine, the award-winning and nationally recognized LaFontaine Automotive Group includes 54 retail franchises, 9 collision centers, and 34 Michigan retail locations, employing nearly 2,500 individuals. The group represents brands such as Buick, Cadillac, Chevrolet, Chrysler, Dodge, Ford, Fiat, Genesis, Honda, Hyundai, Jeep, KIA, Lincoln, Mazda, RAM, Polestar, Subaru, Toyota, Volvo, and Volkswagen.

The LaFontaine Family’s mission is to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities. The company actively participates in and contributes to numerous non-profit organizations, educational institutions, and charities throughout southeast Michigan.