Automotive Service Assistant (experience in US automotive industry is required)
About The Position
We are seeking an Automotive Service Assistant to manage inbound phone calls, respond to customer inquiries across various communication channels, and provide professional customer service. This role involves scheduling, confirming, and managing service appointments, coordinating with technicians, and sending reminders to customers. You will also be responsible for gathering customer and vehicle details, providing repair estimates, entering information into the company management system (ShopMonkey), and maintaining accurate documentation. Additionally, you will monitor and respond to leads from platforms like Yelp, Thumbtack, Facebook, and website inquiries, track lead status, and identify opportunities to recommend additional services. The position supports local marketing initiatives, helps maintain an active online presence, and assists in increasing average ticket value and customer retention.
Requirements
- Previous experience in customer service, virtual assistance, or administrative support.
- Excellent verbal and written English communication skills.
- Strong organizational and multitasking abilities.
- Ability to manage multiple communication channels simultaneously.
- Comfortable learning and using CRM or shop management software.
- Professional phone etiquette and customer service skills.
- Previous experience as Automotive Service Advisor, Service Writer, Automotive Customer Service Representative or Automotive Virtual Assistant is required.
- Understanding of automotive repair terminology and services.
- Experience creating repair estimates and service recommendations.
- Ability to confidently discuss repair needs with customers.
- Experience with upselling automotive services.
- Experience in the US automotive industry is required.
Responsibilities
- Answer inbound phone calls from prospective and existing customers.
- Respond promptly to customer inquiries via email, text messages, Yelp, Thumbtack, Facebook, and other communication channels.
- Provide professional and friendly customer service at all times.
- Follow up with leads and customer inquiries to increase booking conversions.
- Schedule, confirm, and manage service appointments.
- Coordinate appointment availability with technicians and business operations.
- Send reminders and updates to customers regarding scheduled services.
- Manage calendar updates and appointment changes.
- Gather customer information and vehicle details.
- Provide repair estimates and quotations based on company guidelines.
- Enter customer information accurately into the company management system.
- Maintain records of estimates and follow-up opportunities.
- Utilize ShopMonkey to manage customer information, work orders, and appointments.
- Update customer records and service histories.
- Assist with administrative tasks related to daily operations.
- Maintain organized and accurate documentation.
- Monitor and respond to incoming leads from Yelp, Thumbtack, Facebook, Community Groups, website inquiries, and phone calls.
- Track lead status and follow up on pending opportunities.
- Ensure all inquiries receive timely responses.
- Identify opportunities to recommend additional maintenance and repair services.
- Educate customers on available services and promotions.
- Assist in increasing average ticket value through consultative communication.
- Support customer retention initiatives.
- Assist with posting in local Facebook community groups.
- Support local marketing initiatives.
- Help maintain an active online presence for the business.
- Coordinate basic promotional content as directed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
