Customer Service Advisor

Pep Boys; Durley; On-site; GBP 22,000 - 32,000; Full time

Job summary

A forward-thinking company is seeking dedicated individuals to enhance customer engagement and service quality. In this role, you'll be the first point of contact for customers, providing expert guidance on automotive services and parts. You'll play a crucial role in ensuring customer satisfaction while maintaining a safe and organized work environment. This position offers a dynamic work atmosphere where your contributions will directly impact the success of the service department. If you're passionate about customer service and have a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• Strong verbal communication and excellent customer service skills are essential.
• Basic understanding of mathematical concepts for calculations.

Responsibilities

• Engage customers, schedule appointments, and sell parts and services.
• Participate in routine express automotive services like oil changes and inspections.

Skills

Customer Service Skills

Verbal Communication Skills

Mathematical Concepts

Driver's License

Job description

Contribute to the growth of the organization across all lines of business through customer engagement, expert product and service knowledge, follow-up, and follow-through at the service desk, on the sales floor, and at the register.

Duties & Responsibilities

1. First point of contact for customers on the phone and in-store. Responsible for engaging customers, scheduling appointments, building trust, understanding needs, communicating processes and timelines, and selling parts and services that optimize vehicle performance. Adheres to Company Customer Care standards to meet customer expectations.
2. Organize and ensure the productivity of the service business through work order and register transactions, vehicle inspections, and knowledge of services and parts.
3. Assist management in customer care, work order and register assistance, facility maintenance, and Outside Purchase (OP) ordering.
4. Follow policies related to cash, credit, checks, refunds, and returns. Collaborate with management to address customer service issues, complaints, and business opportunities.
5. Participate in routine express automotive services, including tire mounting, balancing, rotations, oil changes, fluid top-offs, lubrications, filter and bulb replacements, battery installations, and vehicle inspections.
6. Implement and enforce safety procedures, ensuring wheel torque and fluid services are performed according to SOP directives.
7. Work with management to maintain a safe and healthy work environment compliant with laws and company policies.
8. Communicate effectively with team members and customers, applying knowledge appropriately.
9. In some locations, may serve as a secondary key carrier for opening and closing responsibilities.
10. Maintain an organized and clean shop environment.
11. Adhere to all company policies, safety, and environmental regulations.
12. Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Valid Driver's License.
• Basic understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions; ability to apply formulas for calculations.
• Strong verbal communication skills.
• Excellent customer service skills.
• Availability to work days, nights, weekends, and holidays.

Physical Demands and Work Environment

The physical demands listed are representative of those required to perform essential job functions. Reasonable accommodations may be provided for individuals with disabilities.

The characteristics described are typical of those encountered during work.

Physical Demands

• Lift, carry, and handle merchandise and supplies up to 50 pounds.
• Stand and walk frequently for extended periods.
• Reach overhead and below knees, including squatting, bending, stooping, kneeling, and twisting.
• Climb ladders to access stock and merchandise.
• Communicate effectively in person and via telecommunications.
• Use computer systems to enter and retrieve information.
• Present information to groups.
• Visually verify information, often in small print.
• Operate a motor vehicle safely.