Automotive Customer Service Advisor

pepboyscareers; Fayetteville (NC); On-site; USD 26,000 - 38,000; Full time

Job summary

Pep Boys in Fayetteville, NC is seeking a Customer Service/Sales Associate to engage customers on the phone and in-store, schedule appointments, and sell parts and service to meet customer needs. You will manage service work orders and register transactions while ensuring safety and quality in a busy shop environment.

The role requires strong communication and customer service skills, valid driver's license, and the ability to work days, nights, weekends, and holidays.

Qualifications

• High school diploma or equivalent required.
• Valid Driver's License.
• 1 year of automotive service experience.
• 1 year of sales experience preferred.
• Basic math skills for commissions and discounts.
• Strong verbal and customer service skills.
• Ability to work days, nights, weekends and holidays.

Responsibilities

• First point of contact for customers on the phone and in the store.
• Engage customers, schedule appointments, build trust, understand needs, and sell parts and services.
• Organize and manage service business through work orders and register transactions.
• Assist with customer care, work orders, register assistance, and store operations.
• Follow policies related to cash, credit, refunds and returns.
• Perform express automotive services including tire mounting, oil changes, inspections.
• Enforce safety procedures and maintain a safe, neat shop environment.
• Communicate effectively with associates, management and customers.
• Possibly perform opening/closing responsibilities as needed.
• Adhere to all company policies and safety/environmental rules.

Skills

Verbal communication

Customer service

Flexible schedule

Education

High school diploma or equivalent

Job description

Position Summary

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

• First point of contact for customers on the phone and in the store. Responsible for engaging customers, scheduling appointments, building trust, understanding needs, communicating processes and timelines, and selling parts and service that make the customer's car run at peak efficiency; adheres to Company Customer Care standards to meet customer expectations.
• Responsible for the organization and productivity of the service business through work order and register transactions, thorough vehicle inspections, and service and replacement part knowledge.
• Under the direction of Management, assists in various aspects of customer care, work order and register assistance, facility maintenance, and Outside Purchase (OP) ordering.
• Follow all policies and procedures related to cash, credit, check, refund and return policies. Works with the management team to react to customer service issues, customer complaints, and/or business opportunities.
• Conduct and participate in routine express automotive services, including tire mounting, balancing, rotations, and repair; oil changes, fluid top-offs, lubrications, filter and bulb replacement; battery installation, starting and charging system testing; cosmetic car services, and thorough vehicle inspection.
• Primary driving force behind the implementation and constant execution of safety procedures, ensuring wheel torque and oil/fluid services are performed per standard operating procedure directives.
• Partner with Management to produce a safe and health work environment that complies with all local, state, and federal laws, as well as with company policies and procedures.
• Effectively communicate with all associates, management, and customers; interprets and retains information and applies knowledge appropriately.
• In designated locations, may be a secondary key carrier responsible for basic and detailed opening and closing responsibilities.
• Maintain an organized and neat shop.
• Adhere to all company policies, procedures, safety and environmental rules.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• 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.
• Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts.
• Strong verbal communication skills.
• Strong customer service skills.
• Ability to work Days, Nights, Weekends, Holidays.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Physical Demands

• Must be able to frequently lift, carry, and place merchandise and supplies up to 50 pounds without assistance.
• Frequent standing and walking for long periods of time.
• Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.
• Climb up and down ladders to retrieve and stock merchandise.
• Communicate effectively in person, by telephone, or by using telecommunications equipment.
• Enters and locates information on computer.
• Presents information to small and large groups.
• Visually verifies information, often in small print.
• Safely operates a motor vehicle.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.