Hiring for Customer Service Advisor Position

We are looking for a Customer Service Advisor to join our growing company. We are a family owned automotive repair facility that just celebrated our 10th Anniversary and are looking for the right person to join our team where customer service and integrity are our highest priorities.

Position Description

A Customer Service Advisor greets customers, listens to their concerns and addresses inquiries as necessary, writes reports of vehicle’s condition, and delivers information to one of our technicians. Requires excellent and professional phone skills, customer service and basic knowledge of the automotive industry/repairs.

Essential Duties and Responsibilities of a Customer Service Advisor

  • Answers phones and schedules appointments as needed
  • Oversee schedule and workflow
  • Inquires as to reason for customer visit
  • Takes detailed notes with regard to customer’s vehicles issues
  • Asks follow up questions as necessary
  • Enters customer’s and vehicle information in company database
  • Provides forms for customers to sign
  • Draws up work order with specific details
  • Assigns vehicle inspection to technician
  • Acts as liaison between customer and vehicle technician
  • Provides cost estimates
  • Imparts information to customer regarding the work/service needed by the technician
  • Answers customer questions regarding condition of the vehicle, wait time and cost
  • Explains terminology and the nature of work completed to customer
  • Order parts for repairs to be completed
  • Call customers to inform them of changes in service or to let them know their vehicle is ready for pick-up
  • Explains billing details to customer
  • Process customer payments
  • Monthly follow-up customer calls for future recommended service/maintenance
  • Maintains log of new customers and referrals
  • Drive customer vehicles from customer parking lot into shop when required
  • Refers customer to manager as necessary

Required Knowledge, Skills and Abilities

  • Demonstrates strong interpersonal and customer service skills
  • Maintains professional but friendly demeanor
  • Multi-tasking skills and flexibility for fast-paced, high volume customer environment
  • Possesses some knowledge of automotive industry and various repair options – will train the right candidate
  • Demonstrates patience
  • Demonstrates strong organizational skills
  • Is able to read and interpret automotive work orders and billing statements
  • Communicates clearly and effectively
  • Exhibits ability to understand and interpret vehicle terminology
  • Is able to translate automotive jargon into layman’s terms for explanatory purposes
  • Pays close attention to detail
  • Exhibits ability to remain calm and polite when dealing with frustrated customers
  • Possesses basic computer skills and is comfortable navigating vendor websites for parts
  • Manages time efficiently
  • Demonstrates excellent telephone etiquette - Customers should hear your smile come across the phone

Education and Experience

  • High school diploma or GED required
  • Previous work experience in automotive industry a plus, but not a must
  • Must possess a valid driver’s license and have a clean driving record
  • Must be able to pass a background check and drug test

Work Environment

  • The majority of working hours will be spent in the front end of repair shop interacting with customers
  • Time will also be spent in the service area of the shop consulting with technicians
  • Standard 40-hour workweek applies. Business hours are Monday – Friday, 8am – 5pm
  • Some areas of the workplace may be hazardous and/or dirty; proper safety and protective gear should be worn as needed.
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