Automotive Customer Service Advisor

Pep Boys•Houston, TX

9d•$12 - $18

About The Position

The Automotive Customer Service Advisor contributes to organizational growth by engaging customers and applying product and service knowledge at the service desk, sales floor, and register. The role is the first point of contact for customers by phone and in person, and involves scheduling appointments, understanding customer needs, communicating processes and timelines, building trust, and recommending parts and services in accordance with company customer-care standards. The position supports service-business organization and productivity through work orders, register transactions, vehicle inspections, and knowledge of service and replacement parts. It also performs routine express automotive services, helps maintain a safe and organized shop, follows company policies and safety procedures, and works with management to address customer concerns and business opportunities. In designated locations, the role may also serve as a secondary key carrier for opening and closing duties.

Requirements

High school diploma or equivalent.
Valid driver's license.
One year of related experience in an automotive service environment.
Basic knowledge of arithmetic, including addition, subtraction, multiplication, division, percentages, and fractions, and 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.
Ability to frequently lift, carry, and place merchandise and supplies weighing up to 50 pounds without assistance.
Ability to stand and walk for extended periods and frequently reach overhead and below the knees, including squatting, bending, stooping, kneeling, and twisting.
Ability to climb ladders to retrieve and stock merchandise.
Ability to communicate in person, by telephone, or using telecommunications equipment; enter and locate information on a computer; present information to small and large groups; visually verify information, often in small print; and safely operate a motor vehicle.

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, understand their needs, explain processes and timelines, build trust, and sell appropriate parts and services in accordance with customer-care standards.
Support service-business organization and productivity through work orders, register transactions, vehicle inspections, and service and replacement-part knowledge.
Assist with customer care, work orders, register transactions, facility maintenance, and outside-purchase ordering as directed by management.
Follow cash, credit, check, refund, and return policies; work with management on customer-service issues, complaints, and business opportunities.
Perform and participate in express automotive services, including tire mounting, balancing, rotations, repairs, oil changes, fluid top-offs, lubrication, filter and bulb replacement, battery installation, starting and charging system tests, cosmetic services, and vehicle inspections.
Ensure safety procedures are executed, including performing wheel-torque and oil/fluid services according to standard operating procedures.
Partner with management to maintain a safe and healthy work environment compliant with applicable laws and company policies and procedures.
Communicate effectively with associates, management, and customers; interpret and retain information and apply knowledge appropriately.
In designated locations, perform basic and detailed opening and closing duties as a secondary key carrier.
Maintain an organized and neat shop.
Follow company policies, procedures, and safety and environmental rules.
Perform other duties as assigned.