Automotive Customer Service Consultant

2 weeks ago


Fort Scott, Kansas, United States Briggs Automotive Group Full time
Position Overview

The Automotive Customer Service Consultant serves as the key liaison between clients and the service department. This role requires a deep understanding of client needs, delivering service suggestions, overseeing repair orders, and ensuring client satisfaction. The Consultant must exhibit outstanding communication abilities, a solid grasp of automotive repair procedures, and the capacity to deliver exceptional customer service.
Key Responsibilities
  • Client Interaction:
    • Welcome clients promptly and courteously upon their arrival with a professional greeting.
    • Listen attentively to client concerns and accurately document vehicle issues and service requests.
    • Provide clear and comprehensive explanations of necessary repairs and maintenance services.
  • Service Suggestions:
    • Review vehicle history and manufacturer service recommendations to make informed service suggestions.
    • Prepare detailed service estimates, encompassing parts, labor, and additional costs.
    • Advise clients on the significance of preventive maintenance and propose additional services when appropriate.
  • Repair Order Oversight:
    • Create and manage repair orders, ensuring all client concerns and requests are accurately documented.
    • Communicate with technicians to ensure they have the necessary information to perform repairs.
    • Monitor the progress of repairs and keep clients informed of any changes or delays.
  • Client Communication:
    • Provide regular updates to clients on the status of their vehicle.
    • Clearly and professionally explain completed work and associated charges.
    • Address any client questions, concerns, or complaints promptly and effectively.
  • Client Retention:
    • Build and maintain strong client relationships to encourage repeat business and referrals.
    • Conduct follow-up calls or emails to ensure client satisfaction after service is completed.
  • Administrative Duties:
    • Process client payments and handle financial transactions accurately.
    • Maintain organized records of service orders, client interactions, and payment receipts.
  • Compliance and Safety:
    • Ensure all services are performed in accordance with industry standards and regulations.
    • Adhere to all safety protocols and utilize personal protective equipment (PPE) as required.
    • Stay informed on manufacturer recalls and service bulletins.
Qualifications
  • High school diploma or equivalent; additional technical training or certification is advantageous.
  • Exceptional communication and interpersonal skills.
  • Strong organizational skills and attention to detail.
  • Ability to thrive in a fast-paced environment and manage multiple tasks efficiently.
  • Valid driver's license with a clean driving record.
Physical Requirements
  • Ability to stand, walk, and navigate the service area for extended periods.
  • Ability to lift and carry items up to 25 pounds.
  • Frequent use of computer and telephone systems.
Work Environment
  • Primarily in a dealership or automotive service center environment.
  • May involve exposure to loud noises, vehicle fumes, and other typical service center conditions.
Performance Metrics
  • Client satisfaction and feedback.
  • Accuracy and timeliness of repair orders and estimates.
  • Sales of additional services, parts, and accessories.
  • Efficiency in managing service department workflow.
The ideal candidate for the Automotive Customer Service Consultant position will be client-focused, knowledgeable about automotive repair, and skilled in sales and communication. This role is essential in ensuring a positive client experience and the smooth operation of the service department.
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