Customer Service Specialist
2 weeks ago
POSITION SUMMARY
The role of the Service Advisor is crucial in ensuring a seamless customer experience within the automotive service department. This position is responsible for overseeing the customer service journey from the moment the vehicle arrives at the service center until it is returned to the owner.
KEY RESPONSIBILITIES
- Uphold the Customer Service Index (CSI) standards as established by the service management team.
- Manage the complete customer service process, ensuring satisfaction throughout the service experience.
- Coordinate service appointments and prepare cost estimates for customers.
- Provide expert advice on vehicle maintenance and care, adhering to manufacturer guidelines.
- Communicate effectively with customers regarding the status and timeline of repairs and maintenance.
- Conduct follow-up communications to update customers on any changes to estimates or service completion times.
- Accurately document all service and maintenance updates on repair orders.
- Address and resolve customer inquiries and complaints promptly.
- Build and maintain strong relationships with customers to foster loyalty and encourage repeat business.
QUALIFICATIONS
- High school diploma or GED equivalent is required.
- Preferred: Associate's degree or equivalent from a two-year college or technical institution.
- Trade school education is advantageous.
- Experience in the automotive industry or related fields is preferred, ideally between six months to one year.
- Comprehensive understanding of modern vehicle technologies.
- Exceptional customer service abilities.
- Strong analytical skills and the capacity to manage multiple tasks.
- Ability to work independently with minimal supervision.
- Self-motivated with a positive attitude in a collaborative environment.
- Excellent written and verbal communication skills.
- Consistent and reliable work history.
- Possession of a valid driver's license and a clean driving record.
- Professional demeanor and work ethic.
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