Automotive Customer Service Advisor

About the role

Contribute to the growth of the organization across all lines of business through customer engagement, expert product and service knowledge, follow-up, and follow through at the service desk, on the sales floor, and at the register.

Responsibilities

• First point of contact for customers on the phone and in the store.
• Engage customers, schedule appointments, build trust, understand needs, communicate processes and timelines, and sell parts and service that make the customer's car run at peak efficiency; adhere to Company Customer Care standards to meet customer expectations.
• Responsible for the organization and productivity of the service business through work order and register transactions, thorough vehicle inspections, and service and replacement part knowledge.
• Under the direction of Management, assists in various aspects of customer care, work order and register assistance, facility maintenance, and Outside Purchase (OP) ordering.
• Follow all policies and procedures related to cash, credit, check, refund and return policies.
• Works with the management team to react to customer service issues, customer complaints, and/or business opportunities.
• Conduct and participate in routine express automotive services, including tire mounting, balancing, rotations, and repair; oil changes, fluid top-offs, lubrications, filter and bulb replacement; battery installation, starting and charging system testing; cosmetic car services, and thorough vehicle inspection.
• Primary driving force behind the implementation and constant execution of safety procedures, ensuring wheel torque and oil/fluid services are performed per standard operating procedure directives.
• Partner with Management to produce a safe and health work environment that complies with all local, state, and federal laws, as well as with company policies and procedures.
• Effectively communicate with all associates, management, and customers; interprets and retains information and applies knowledge appropriately.
• In designated locations, may be a secondary key carrier responsible for basic and detailed opening and closing responsibilities.
• Maintain an organized and neat shop.
• Adhere to all company policies, procedures, safety and environmental rules.
• Other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Valid Driver's License.
• One year of related experience in the automotive service environment.
• One year of sales experience preferred.
• Must be able to frequently lift, carry, and place merchandise and supplies up to 50 pounds without assistance.
• Frequent standing and walking for long periods of time.
• Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.
• Climb up and down ladders to retrieve and stock merchandise.
• Communicate effectively in person, by telephone, or by using telecommunications equipment.
• Enters and locates information on computer.
• Presents information to small and large groups.
• Visually verifies information, often in small print.
• Safely operates a motor vehicle.

Skills

• Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions.
• Ability to apply mathematical formulas to calculate commissions and discounts.
• Strong verbal communication skills.