Automotive Mobile Service Consultant

2 weeks ago

Pooler, Georgia, United States J.C. Lewis Full time
Job Overview

J.C. Lewis Auto, a historic automobile dealership with a legacy of service, is seeking a dedicated Mobile Service Advisor to enhance our customer experience. Our commitment to excellence has been unwavering since our inception, and we are looking for individuals who share our passion for exceptional service.

Position Summary:

The Mobile Service Advisor plays a crucial role in our automotive service team, focusing on providing outstanding service interactions with customers, particularly through virtual platforms. This position requires strong communication skills, customer engagement, and a thorough understanding of service processes to ensure both customer satisfaction and operational effectiveness.

Key Responsibilities:

  • Welcome customers promptly in virtual environments, introducing the assigned service advisor.
  • Accurately document and address customer inquiries through digital communication, employing open-ended questions to gather detailed information.
  • Verify vehicle details, including VIN and mileage, through virtual means, securing necessary approvals electronically.
  • Keep customers informed about open recalls and address S.E.C recalls as required, utilizing digital communication channels.
  • Establish realistic pick-up timelines through virtual coordination, managing customer expectations effectively.
  • Maintain consistent communication with customers via digital platforms, providing updates on vehicle status.
  • Inform customers about parts orders and any potential delays through digital channels.
  • Conduct virtual inspections, documenting any existing damage for transparency.
  • Discuss customer feedback through 5-star surveys, ensuring a positive post-service experience.
  • Review multi-point inspections during virtual checkouts, explaining findings clearly to customers.
  • Facilitate an engaging virtual delivery process, ensuring customer satisfaction.
  • Provide accurate work estimates through virtual communication, utilizing knowledge and insights to predict completion times.
  • Utilize digital tools to check for TSBs, SSM, and GSB on every vehicle as part of the diagnostic process.

Qualifications:

To excel in this role, candidates must demonstrate the following:

  • Exceptional customer service skills
  • Technical knowledge related to automotive maintenance and repairs
  • Understanding of automotive parts
  • Strong organizational skills for managing service schedules
  • Excellent communication and interpersonal abilities
  • Attention to detail in documenting customer concerns
  • Familiarity with VIN verification and mileage checks
  • Ability to manage customer expectations and provide realistic timelines
  • Proficiency in conducting vehicle inspections
  • Knowledge of recall processes
  • Understanding of multi-point inspections
  • Ability to estimate work and predict completion times
  • Proficiency in utilizing digital tools for accessing relevant information
  • A valid driver's license
  • Ability to work independently
  • Minimum age of 21

Physical Requirements:

This role primarily involves communication and administrative tasks, with minimal physical demands. Responsibilities may include prolonged periods of sitting, extensive computer use, and occasional movement within the service area. The position emphasizes strong interpersonal skills and effective communication.

Work Environment:

The Mobile Service Advisor operates in a dynamic and flexible environment, primarily supporting the mobile auto technician team. This role necessitates effective coordination and communication with customers remotely, leveraging digital platforms for seamless service delivery. The advisor plays a vital role in interpreting customer concerns, managing service schedules, and providing timely updates on vehicle status.

This job description does not encompass all duties performed by the employee in this position. Employees may be required to follow other job-related instructions as directed by authorized personnel. This document does not create an employment contract, implied or otherwise, and J.C. Lewis Motor Company maintains an 'at will' employment relationship.

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