Automotive Customer Service Advisor

Pep Boys Inc; Rancho Santa Margarita (CA); On-site; USD 23,000 - 27,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

Life insurance

Short Term Disability

Supplemental benefits

401(k) with company match

Job summary

Pep Boys Inc. is seeking a customer-focused associate to engage customers at the service desk, on the sales floor, and at the register. You will share product and service knowledge, schedule appointments, and guide shoppers toward parts and services that keep their vehicles running at peak efficiency.

You will handle transactions, explain processes, and uphold safety and company policies. A strong work ethic, basic math, and the ability to work days, evenings, weekends, and holidays are

Qualifications

• High school diploma or equivalent required.
• One year of related experience in automotive service or retail environment preferred.
• Strong verbal communication and customer service skills.
• Basic mathematical ability for commissions and discounts calculations.
• Ability to work days, nights, weekends, and holidays.

Responsibilities

• First point of contact for customers in-store or by phone; engage customers, schedule appointments, and sell parts and services.
• Manage service desk transactions, including work orders and register sales; maintain organized shop and accurate records.
• Assist management with customer care, order processing, and store operations; support safety and environmental procedures.
• Follow policies on cash handling, refunds, and returns; address customer issues with management when needed.
• Perform express automotive services and vehicle inspections as directed, ensuring services comply with SOPs and safety rules.
• Communicate effectively with customers and staff; open/close responsibilities as assigned at designated locations.
• Keep work area clean and organized; adhere to company policies and procedures.

Skills

Customer service

Verbal communication

Sales experience

Mathematical skills

Teamwork

Adaptability

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.

Benefits

• Medical, dental, and vision benefits
• Life insurance
• Short Term Disability
• Supplemental benefits
• 401(k) with company match

  Pay Range

  • $16.90 to $19.80 per hour based on experience
  • Sales commission
  • Flat Rate on labor hours produced

  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.