Automotive Customer Service Advisor

Pep Boys - Winchester, VA

Full-time

Winchester, VA

Motor Vehicle and Parts Dealers

About the position

As an Automotive Customer Service Advisor, you will play a crucial role in contributing to the growth of the organization across all lines of business. Your primary responsibility will be to engage with customers both on the phone and in-store, ensuring they receive expert product and service knowledge. You will be the first point of contact for customers, responsible for scheduling appointments, building trust, understanding their needs, and effectively communicating processes and timelines. Your role will also involve selling parts and services that help customers maintain their vehicles at peak efficiency, all while adhering to the company's Customer Care standards to meet customer expectations. In addition to customer engagement, you will be responsible for the organization and productivity of the service business. This includes managing work order and register transactions, conducting thorough vehicle inspections, and possessing a strong knowledge of service and replacement parts. Under the guidance of management, you will assist in various aspects of customer care, including work order and register assistance, facility maintenance, and Outside Purchase (OP) ordering. You will also be expected to follow all policies and procedures related to cash, credit, check, refund, and return policies, working closely with the management team to address customer service issues, complaints, and business opportunities. Your role will also involve conducting routine express automotive services, such as tire mounting, balancing, rotations, oil changes, fluid top-offs, and battery installations. You will be the primary driving force behind the implementation and execution of safety procedures, ensuring that all services are performed according to standard operating procedures. Additionally, you will partner with management to maintain a safe and healthy work environment that complies with all local, state, and federal laws, as well as company policies and procedures. Effective communication with associates, management, and customers is essential, as is the ability to interpret and retain information and apply knowledge appropriately. In designated locations, you may also serve as a secondary key carrier, responsible for basic and detailed opening and closing responsibilities. Maintaining an organized and neat shop is also part of your duties, along with adhering to all company policies, procedures, and safety rules.

Responsibilities

• Engage customers on the phone and in-store, scheduling appointments and building trust.
• Communicate processes and timelines to customers, selling parts and services for vehicle maintenance.
• Organize and manage work order and register transactions, ensuring productivity in the service business.
• Assist in customer care, work order and register assistance, facility maintenance, and Outside Purchase (OP) ordering under management direction.
• Follow cash, credit, check, refund, and return policies, addressing customer service issues and complaints with management.
• Conduct routine express automotive services, including tire mounting, balancing, oil changes, and thorough vehicle inspections.
• Implement and execute safety procedures, ensuring compliance with standard operating procedures.
• Maintain a safe and healthy work environment in partnership with management, adhering to all laws and company policies.
• Communicate effectively with associates, management, and customers, retaining and applying information appropriately.
• Maintain an organized and neat shop, adhering to company policies and safety rules.

Requirements

• High school diploma or equivalent required.
• Valid Driver's License.
• One year of related experience in the automotive service environment.
• One year of sales experience preferred.
• Basic knowledge of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions.
• Strong verbal communication skills.
• Strong customer service skills.
• Ability to work Days, Nights, Weekends, and Holidays.