Automotive Customer Service Advisor

Icahn Automotive Group•Everett, WA

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 in person and by phone, and involves scheduling appointments, identifying customer needs, explaining processes and timelines, and selling parts and services to help customers’ vehicles run efficiently. The advisor supports service-business organization and productivity through work orders, register transactions, vehicle inspections, and knowledge of services and replacement parts. The position also performs routine express automotive services, follows safety procedures and standard operating procedures, maintains an organized shop, and works with management and associates to address customer concerns and maintain a safe, compliant work environment. At designated locations, the role may serve as a secondary key carrier.

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 and frequently reach overhead and below the knees, squat, bend, stoop, kneel, and twist.
Ability to climb 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.

Responsibilities

Engage customers by phone and in the store; schedule appointments, build trust, understand needs, 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 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 address customer service issues, complaints, and business opportunities.
Perform 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 thorough vehicle inspections.
Help implement and consistently execute safety procedures, including performing wheel torque and oil and 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.
At designated locations, perform basic and detailed opening and closing responsibilities as a secondary key carrier.
Maintain an organized and neat shop and follow company policies, procedures, safety rules, and environmental rules.
Perform other duties as assigned.