Automotive Customer Service Advisor

Icahn Automotive Group•Seattle, WA

About The Position

The Automotive Customer Service Advisor supports 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 role is the first point of contact for customers by phone and in person, and includes scheduling appointments, understanding customer needs, explaining service processes and timelines, and selling parts and services. The advisor also supports efficient service operations 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 and register transactions, facility maintenance, and outside-purchase ordering. The position performs routine express automotive services and helps ensure work is completed safely and in accordance with standard operating procedures, company policies, and applicable laws. The role may include secondary key-carrier opening and closing duties 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 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 their needs, explain processes and timelines, and sell appropriate parts and services.
Follow Company Customer Care standards to meet customer expectations.
Support organization and productivity of the service business 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 repair; oil changes, fluid top-offs, lubrication, filter and bulb replacement; battery installation; starting and charging system testing; cosmetic car services; and vehicle inspections.
Promote 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; interpret and retain information and apply knowledge appropriately.
Perform basic and detailed opening and closing responsibilities as a secondary key carrier at designated locations.
Maintain an organized and neat shop and follow company policies, procedures, and safety and environmental rules.
Perform other duties as assigned.