Service Advisor (Luxury Automotive)

About the role

This is an exciting opportunity to support customers through a variety of communication channels while helping deliver a world-class ownership experience. Compensation is $22.00 per hour. The position is a Contract position based out of Troy, MI.

Responsibilities

• Deliver personalized, luxury-level customer service across multiple communication channels.
• Handle customer cases efficiently while demonstrating empathy, professionalism, and problem-solving skills.
• Research and resolve customer concerns, providing creative and effective solutions.
• Troubleshoot technical issues related to vehicle connectivity, Wi-Fi, infotainment systems, and mobile applications.
• Aid customers, dealerships, field personnel, and internal partners with support-related inquiries.
• Collaborate with team members on escalated situations and help identify root causes and corrective actions.
• Attend quality review sessions and apply feedback to continuously improve performance.
• Accurately document customer interactions, actions taken, and follow-up activities.
• Meet and exceed performance metrics, including customer satisfaction, service levels, and case resolution goals.

Qualifications

• 2+ years of customer service experience
• Strong problem-solving and troubleshooting skills
• Excellent verbal and written communication skills
• Strong computer proficiency and ability to navigate multiple systems
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to multitask in a fast-paced environment
• Reliable attendance and a strong work ethic
• Ability to handle customer interactions with empathy and professionalism

Preferred

• Previous automotive customer service experience
• Experience supporting luxury customers or premium brands
• Familiarity with dealerships or automotive industry operations
• Experience with CRM systems and call center environments
• Knowledge of Android and Apple mobile devices
• Technical support, service desk, or troubleshooting experience

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)