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Customer Service Specialist

2 months ago

Oxnard, California, United States Oxnard Mazda Full time
Job Overview

POSITION SUMMARY

The role of the Service Advisor is crucial in ensuring an exceptional customer experience within the automotive service department. This position is responsible for managing the customer service journey from the moment the vehicle is brought in for service until it is returned to the owner.

KEY RESPONSIBILITIES

  • Uphold the Customer Service Index (CSI) rating as established by the service management team.
  • Oversee the complete customer service interaction during the service process.
  • Coordinate service appointments and prepare cost estimates for customers.
  • Provide guidance to customers regarding vehicle maintenance and the importance of adhering to manufacturer specifications.
  • Communicate effectively with customers about the expected timelines for repairs and maintenance services.
  • Maintain contact with customers through follow-up calls or emails to inform them of any changes in service estimates or vehicle pickup times.
  • Accurately document all repair and maintenance modifications on the service order.
  • Address and resolve customer inquiries and complaints professionally.
  • Build and nurture strong relationships with customers to foster loyalty and encourage repeat business.

QUALIFICATIONS

  • High school diploma or GED is required; an Associate's degree or equivalent from a technical institution is preferred.
  • Experience in the automotive industry or related fields for a minimum of six months to one year is desirable.
  • Comprehensive understanding of modern vehicle technologies.
  • Exceptional customer service abilities.
  • Strong analytical skills and the capacity to manage multiple tasks efficiently.
  • Ability to work independently with minimal supervision.
  • Self-driven and enthusiastic team player.
  • Excellent written and verbal communication skills.
  • Consistent employment history with a valid driver's license and a clean driving record.
  • Professional demeanor and work ethic are essential.