Automotive Customer Service Representative

3 days ago


Downers Grove, Illinois, United States Gerald Auto Group Full time

Are you looking for a challenging and rewarding career in automotive customer service? We are seeking a skilled Service Advisor to join our team at Gerald Kia Naperville. In this role, you will be responsible for providing exceptional customer service, managing multiple repair orders simultaneously, and maintaining accurate records.

Estimated Salary: $45,000 - $65,000 per year

About the Role

As a Service Advisor, you will be the primary point of contact for customers, responding to their vehicle concerns, and explaining potential repair needs clearly. You will also perform basic visual inspections of vehicles to identify potential problems and write detailed repair orders, including symptoms, suggested repairs, parts needed, and estimated costs.

The ideal candidate will have experience with dealership management systems, strong organizational skills, and excellent communication skills. If you are a team player who is passionate about delivering exceptional customer service, we encourage you to apply.

Job Responsibilities:

  • Customer Interaction: Greet customers promptly and courteously, actively listening to their vehicle concerns, and explaining potential repair needs clearly.
  • Organizational Skills: Manage multiple repair orders simultaneously and keep accurate records.
  • Computer Proficiency: Familiarity with dealership management systems for scheduling, repair order creation, and customer information.
  • Vehicle Inspection: Perform basic visual inspections of the vehicle to identify potential problems.
  • Repair Order Creation: Write detailed repair orders, including symptoms, suggested repairs, parts needed, and estimated costs.
  • Cost Estimation: Provide accurate cost breakdowns for repairs, including labor and parts.
  • Communication with Technicians: Relay customer concerns and repair details to the technicians and coordinate with them throughout the repair process.
  • Service Scheduling: Schedule appointments for maintenance and repairs.
  • Customer Updates: Keep customers informed about the status of their vehicle repairs.
  • Warranty Verification: Check warranty coverage for necessary repairs.
  • Selling Services: Recommend additional services or maintenance based on vehicle needs, provide accurate estimates of repair or maintenance costs.
  • Keep Customers Informed: Follow up on each repair and keep customers informed of progress or delays.
  • Completed Repairs: Notify customers when vehicles are ready for pick-up.
  • Cashiering: Review and explain repairs and associated costs with customers.
  • Customer Satisfaction: Handle minor customer concerns and complaints.
  • Customer Satisfaction Escalation: Keep Service Manager & Director informed of all problems or potential problems.
  • CSI: Maintain Customer Satisfaction Index score at or above regional and district average.


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