Automotive Customer Service Advisor

Icahn Automotive Group•Chino, CA

About The Position

The Automotive Customer Service Advisor contributes to organizational growth through customer engagement, product and service knowledge, and follow-up at the service desk, on the sales floor, and at the register. This role is the first point of contact for customers by phone and in the store, helping them schedule appointments, understand their needs, learn about service processes and timelines, and select parts and services to keep their vehicles operating efficiently. The advisor supports service-business organization and productivity through work orders, register transactions, vehicle inspections, and knowledge of service and replacement parts. The role also performs routine express automotive services, follows safety procedures and standard operating procedures, maintains the shop, and supports customer care, facility upkeep, and outside-purchase ordering as directed by management. In designated locations, the advisor may serve as a secondary key carrier with basic and detailed opening and closing duties. The position requires frequent physical activity, including lifting merchandise and supplies up to 50 pounds, standing and walking for extended periods, reaching, bending, kneeling, climbing ladders, and safely operating a motor vehicle. The advisor must communicate effectively in person and by telephone, use a computer, and visually verify information, sometimes in small print.

Requirements

High school diploma or equivalent.
Valid driver's license.
One year of related experience in an automotive service environment.
Basic knowledge and understanding of 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.
Ability to frequently lift, carry, and place merchandise and supplies weighing up to 50 pounds without assistance.
Ability to stand and walk for long periods and frequently reach overhead and below the knees, squat, bend, stoop, kneel, and twist.
Ability to climb up and down 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 is preferred.

Responsibilities

Serve as the first point of contact for customers by phone and in the store.
Engage customers, schedule appointments, build trust, identify needs, explain processes and timelines, and sell appropriate parts and services.
Follow Company Customer Care standards and work to meet customer expectations.
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 under management direction.
Follow cash, credit, check, refund, and return policies and procedures.
Work with management to respond to 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; starting and charging system tests; cosmetic car services; and vehicle inspections.
Implement and consistently follow safety procedures, including wheel-torque and oil/fluid service 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.
Serve as a secondary key carrier in designated locations, performing 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.