Customer Service Representative

7 days ago

Merced, California, United States Pep Boys Full time
{"**Job Title:** Customer Service Advisor

**Job Summary:**

As a Customer Service Advisor at Pep Boys, you will be the primary point of contact for customers on the phone and in the store. Your role will involve engaging customers, scheduling appointments, building trust, understanding needs, communicating processes and timelines, and selling parts and service that make the customers car run at peak efficiency.

**Key Responsibilities:**

* First point of contact for customers on the phone and in the store
* Engage customers, schedule appointments, build trust, and understand needs
* Communicate processes and timelines, and sell parts and service
* Adhere to Company Customer Care standards to meet customer expectations
* Assist in various aspects of customer care, work order and register assistance, facility maintenance, and Outside Purchase (OP) ordering
* Follow all policies and procedures related to cash, credit, check, refund, and return policies
* Work with the management team to react to customer service issues, customer complaints, and/or business opportunities
* Conduct and participate in routine express automotive services, including tire mounting, balancing, rotations, and repair; oil changes, fluid top-offs, lubrications, filter and bulb replacement; battery installation, starting and charging system testing; cosmetic car services, and thorough vehicle inspection
* Partner with Management to produce a safe and health work environment that complies with all local, state, and federal laws, as well as with company policies and procedures
* Effectively communicate with all associates, management, and customers; interpret and retain information and apply knowledge appropriately
* Maintain an organized and neat shop
* Adhere to all company policies, procedures, safety, and environmental rules

**Requirements:**

* High school diploma or equivalent required
* Valid Drivers License
* One year of related experience in the automotive service environment
* One year of sales experience preferred
* Must have basic knowledge and understanding of mathematical concepts such as 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, Holidays

**Work Environment:**

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

**Physical Demands:**

* Must be able to lift, carry, and place merchandise and supplies up to 50 pounds without assistance
* Frequent standing and walking for long periods of time
* Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting
* Climb up and down ladders to retrieve and stock merchandise
* Communicate effectively in person, by telephone, or by using telecommunications equipment
* Enters and locates information on computer
* Presents information to small and large groups
* Visually verifies information, often in small print
* Safely operates a motor vehicle

**About Pep Boys:**

* Pep Boys is driven by its promise to its customers, We go further to help you go farther. Founded 100 years ago by military veterans, generations of drivers have counted on Pep Boys ASE-certified Pros to service their vehicles. With a national network of nearly 1,000 locations in 35 states and Puerto Rico, and 27 distribution centers, Pep Boys employs more than 8,000 people. More than seven million vehicles pass through Pep Boys bays each year, and our commitment to being the ONE our communities count on is demonstrated through our exceptional customer experience and support of the critical technical training initiatives needed to close Americas skills gap. For more information, visit

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