Automotive Customer Service Advisor

Icahn Automotive Group•Hanford, CA

11d

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 role is the first point of contact for customers by phone and in person, and involves scheduling appointments, understanding customer needs, explaining processes and timelines, building trust, and selling parts and services. The advisor supports service-business organization and productivity through work orders, register transactions, vehicle inspections, and knowledge of services and replacement parts. Under management direction, the advisor also assists with customer care, facility maintenance, and outside purchasing. The position conducts and participates in routine express automotive services, including tire services, oil changes, fluid top-offs, lubrication, filter and bulb replacement, battery installation, starting and charging system testing, cosmetic car services, and vehicle inspections. The advisor helps ensure safety procedures are consistently followed, including standard procedures for wheel torque and oil and fluid services. The role requires communication with customers, associates, and management; maintaining an organized shop; and following company policies, safety and environmental rules, and applicable laws. At designated locations, the advisor may serve as a secondary key carrier with basic and detailed opening and closing responsibilities. Other duties may be assigned. The role requires a high school diploma or equivalent, a valid driver’s license, and one year of related experience in an automotive service environment. One year of sales experience is preferred. The pay range is $16.90 to $19.80 per hour based on experience, with sales commission and a flat rate on labor hours produced. Benefits include medical, dental, and vision benefits; life insurance; short-term disability; supplemental benefits; a 401(k) with company match; paid time off and holiday pay; and access to an on-demand pay partner. Reduced benefits are available for part-time team members.

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.
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 frequently.
Ability to frequently reach overhead and below the knees, and squat, bend, stoop, kneel, and twist.
Ability to climb up and down ladders to retrieve and stock merchandise.
Ability to communicate effectively in person, by telephone, or using telecommunications equipment.
Ability to enter and locate information on a computer.
Ability to present information to small and large groups.
Ability to visually verify information, often in small print.
Ability to 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, build trust, communicate processes and timelines, and sell appropriate parts and services.
Follow Company Customer Care standards 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 order and register tasks, 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.
Conduct or 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 testing; cosmetic car services; and vehicle inspections.
Help ensure safety procedures are implemented and consistently followed, including standard procedures for wheel torque and oil and fluid services.
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 apply information appropriately.
At designated locations, perform secondary key-carrier duties, including 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.