Automotive Mobile Service Consultant

2 weeks ago

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

J.C. Lewis Auto, a distinguished name in the automotive industry, has been a pillar of the Savannah community since its inception in 1912. Our commitment to excellence is reflected in our service to customers and the dedication of our employees.

Position Summary:

The Mobile Service Consultant plays a vital role in our innovative automotive technician team, focusing on providing outstanding service experiences through virtual interactions. This position requires a blend of exceptional customer service, technical expertise, and organizational skills to ensure customer satisfaction and operational effectiveness.

Key Responsibilities:

  • Welcome customers promptly in virtual environments, introducing the assigned service consultant.
  • Accurately document and address customer inquiries through digital communication, utilizing open-ended questions to gather detailed information.
  • Verify VIN numbers and vehicle mileage through virtual means, securing necessary customer approvals electronically.
  • Inform customers about open recalls and manage S.E.C recalls as necessary, maintaining communication through digital channels.
  • Establish realistic pick-up times through virtual coordination, effectively managing customer expectations.
  • Maintain daily communication with customers via digital platforms, providing consistent updates on vehicle status.
  • Keep customers informed about parts orders and any potential delays through digital communication.
  • Conduct virtual inspections, documenting any existing damage for transparency.
  • Discuss the customer satisfaction survey with clients, ensuring a positive experience through virtual feedback.
  • 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, leveraging knowledge and insights to predict completion times.
  • Utilize digital tools to check for all TSBs, SSM, GSB on every vehicle as part of the diagnostic process.

Qualifications:

To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following qualifications are necessary:

  • Exceptional customer service abilities
  • Technical knowledge related to automotive maintenance and repairs
  • Comprehensive understanding of automotive parts
  • Strong organizational skills for managing service schedules
  • Excellent communication and interpersonal skills
  • Attention to detail in documenting customer inquiries
  • 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
  • Familiarity with estimating work and predicting completion times
  • Capability to utilize digital tools for checking TSBs, SSM, GSB, and other relevant information
  • A valid driver's license
  • Ability to work independently
  • Minimum age of 21

These qualifications are essential for the effective performance of the Mobile Service Consultant, ensuring a positive and efficient service experience for customers.

Physical Requirements:

The physical demands of this role are primarily related to communication and administrative tasks. Reasonable accommodations may be made for individuals with disabilities. The position involves minimal physical demands, primarily requiring sitting for extended periods, extensive computer use, and occasional movement within the service area. Strong interpersonal skills and effective communication are essential for success in this role.

Work Environment:

The Mobile Service Consultant operates in a dynamic and flexible environment, primarily supporting the mobile technician team. This role necessitates effective coordination and communication with customers remotely, utilizing digital platforms and tools. The consultant is key in interpreting customer concerns, managing service schedules, and providing updates on vehicle status. Active communication is essential to ensure a seamless service experience.

This job description does not imply that these are the only duties to be performed by the employee in this position. Employees may be required to follow any other legal or ethical job-related duties as instructed. This document does not create an employment contract, implied or otherwise, and J.C. Lewis Motor Company maintains an 'at will' relationship with employees.

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