Automotive Customer Service Advisor

Icahn Automotive Group•Burbank, 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. The advisor is the first point of contact for customers by phone and in person, helping schedule appointments, understand customer needs, explain processes and timelines, and recommend parts and services to help maintain vehicle performance. The role supports service-business organization and productivity through work orders, register transactions, vehicle inspections, and knowledge of services and replacement parts. It also involves performing routine express automotive services, maintaining a neat and safe shop, following company procedures, and working with management to address customer concerns and business opportunities. In designated locations, the advisor may serve as a secondary key carrier with basic and detailed opening and closing responsibilities. The position requires frequent physical activity, including lifting and carrying merchandise and supplies up to 50 pounds, standing and walking for extended periods, reaching, bending, and climbing ladders. The employee must communicate effectively in person and by telephone, use a computer, present information to groups, visually verify information, and safely operate a motor vehicle. The listed pay range is $16.90 to $19.80 per hour based on experience, with sales commission and a flat rate on labor hours produced.

Requirements

High school diploma or equivalent.
Valid driver's license.
One year of related experience in the 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.
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, twist, and climb ladders.
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, build trust, understand needs, explain processes and timelines, and sell relevant parts and services.
Follow Company Customer Care standards to meet customer expectations.
Support service-business organization and productivity through work orders, register transactions, thorough 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.
Conduct and participate in routine 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.
Ensure safety procedures are implemented and consistently followed, including performing wheel torque and oil/fluid services according to standard operating procedures.
Partner with management to help maintain a safe and healthy work environment that complies 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 secondary key-carrier 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.