Automotive Customer Service Advisor

Pep Boys•Pomona, CA

19d•$17 - $20

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 often the first point of contact for customers in the store and by phone, and involves scheduling appointments, understanding customer needs, explaining processes and timelines, and recommending 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. The role also performs routine express automotive services, maintains a safe and organized shop, and follows company policies, safety procedures, and applicable laws. Under management direction, the advisor may support customer care, facility maintenance, outside-purchase ordering, and opening or 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 mathematical concepts, including addition, subtraction, multiplication, division, percentages, and fractions, and ability to apply 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 needs, communicate processes and timelines, and sell parts and services in accordance with Company Customer Care standards.
Support service-business organization and productivity through work order and register transactions, thorough vehicle inspections, and knowledge of service and replacement parts.
Assist with customer care, work orders, register duties, facility maintenance, and Outside Purchase ordering under management direction.
Follow cash, credit, check, refund, and return policies, and work with management to address customer service issues, complaints, and business opportunities.
Perform and participate in express automotive services, including tire mounting, balancing, rotations and repair; oil changes, fluid top-offs, lubrication, filter and bulb replacement; battery installation and starting and charging system testing; cosmetic car services; and vehicle inspections.
Implement and consistently follow safety procedures, ensuring wheel torque and oil and fluid services meet 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; retain and apply information appropriately.
In designated locations, serve as a secondary key carrier and perform basic and detailed opening and closing responsibilities.
Maintain an organized and neat shop.
Adhere to company policies, procedures, safety rules, and environmental rules.
Perform other duties as assigned.