Automotive Customer Service Advisor

Icahn Automotive Group•City Of Industry, CA

About The Position

The Automotive Customer Service Advisor contributes to organizational growth through customer engagement, product and service knowledge, follow-up, and support at the service desk, on the sales floor, and at the register. This role is the first point of contact for customers by phone and in the store. The advisor engages customers, schedules appointments, builds trust, identifies needs, explains processes and timelines, and sells parts and services to help vehicles run efficiently while meeting Company Customer Care standards. The position supports an organized and productive service business through work order and register transactions, vehicle inspections, and knowledge of services and replacement parts. Under Management direction, the advisor assists with customer care, work orders, register tasks, facility maintenance, and Outside Purchase ordering. The advisor also conducts and participates in express automotive services and helps ensure that safety procedures and service standards are consistently followed. The role requires effective communication with customers, associates, and management; adherence to company policies and safety and environmental rules; and cooperation with Management to maintain a safe, legally compliant work environment. 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.

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; frequently reach overhead and below the knees; squat, bend, stoop, kneel, and twist; and climb ladders.
Ability to communicate effectively 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 parts and services in accordance with Company Customer Care standards.
Support service-business organization and productivity through work order and 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 policies and procedures for cash, credit, check, refund, and return transactions.
Work with the management team to respond to customer service issues, complaints, and business opportunities.
Conduct 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.
Promote and consistently execute safety procedures, ensuring wheel torque and oil and fluid services follow standard operating procedures.
Partner with Management to maintain a safe and healthy work environment that complies with applicable local, state, and federal 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 secondary key-carrier duties, including basic and detailed opening and closing responsibilities.
Maintain an organized and neat shop and follow company policies, procedures, and safety and environmental rules.
Perform other duties as assigned.