Automotive Customer Service Advisor

Icahn Automotive Group•Sunnyvale, CA

11d

About The Position

The Automotive Customer Service Advisor supports organizational growth through customer engagement, product and service knowledge, and follow-through at the service desk, on the sales floor, and at the register. The role is the first point of contact for customers by phone and in store, helping schedule appointments, understand customer needs, explain processes and timelines, and sell parts and services. It also supports service-business organization through work orders, register transactions, vehicle inspections, and knowledge of service and replacement parts. Under management direction, the advisor assists with customer care, work orders, register activity, facility maintenance, and outside-purchase ordering. The role performs routine express automotive services and helps ensure safety procedures and service standards are followed. It also contributes to a safe, compliant, organized shop and may serve as a secondary key carrier at designated locations.

Requirements

High school diploma or equivalent.
Valid driver’s license.
One year of related experience in an automotive service environment.
Basic knowledge of mathematical concepts, including addition, subtraction, multiplication, division, percentages, and fractions.
Ability to apply mathematical formulas to calculate commissions and discounts.
Strong verbal communication skills.
Strong customer service skills.
Ability to work days, nights, weekends, and holidays.

Nice To Haves

One year of sales experience preferred.

Responsibilities

Serve as the first point of contact for customers by phone and in the store.
Engage customers, schedule appointments, build trust, understand needs, communicate processes and timelines, and sell parts and services.
Follow Company Customer Care standards and help meet customer expectations.
Organize and support service-business productivity through work orders, register transactions, vehicle inspections, and service and replacement-part knowledge.
Assist with customer care, work orders, register assistance, facility maintenance, and outside-purchase ordering under management direction.
Follow cash, credit, check, refund, and return policies and procedures.
Work with management to address customer service issues, complaints, and business opportunities.
Perform and participate in express automotive services, including tire mounting, balancing, rotations and repairs; oil changes, fluid top-offs, lubrication, filter and bulb replacement; battery installation and starting and charging system testing; cosmetic car services; and vehicle inspections.
Help implement and consistently execute safety procedures, including performing wheel torque and oil/fluid services according to standard operating procedures.
Partner with management to maintain a safe and healthy work environment that complies with applicable laws and company policies and procedures.
Communicate effectively with associates, management, and customers; retain and appropriately apply information.
At designated locations, serve as a secondary key carrier and perform basic and detailed opening and closing responsibilities.
Maintain an organized and neat shop and follow company policies, procedures, safety rules, and environmental rules.
Perform other duties as assigned.