Customer Service Advisor

Indlr; North Bethesda, Northern (MD, KY); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Group health insurance

6 major holidays paid per year

2-4 weeks of vacation/PTO depending on

5 Day work week (Mon-Fri) 8am-5pm

Location near North Bethesda metro

Job summary

Independent Land Rover Specialists is seeking a Service Advisor to help customers understand vehicle service needs and provide cost estimates in an ethical, efficient manner. You’ll source parts, manage payments, and communicate with customers via email, text, and phone to ensure satisfaction.

You will back up the Service Manager and assist in daily operations, aiming to maintain shop profitability and a high level of customer trust and transparency.

Qualifications

• Two or more years related experience and/or training; or equivalent combination of education and experience
• Valid government issued driver’s license
• ASE & other technical certifications preferred but not required

Responsibilities

• Maintain a professional appearance
• Attend all shop meetings
• Schedule service appointments and confirm them
• Communicate with customers via email, text and telephone to ensure satisfaction
• Build estimates and review findings with customers
• Coordinate with vendors for parts pricing, ordering and returns
• Monitors workflow to meet customer promise times
• Keep required records in POS and CRM
• Assist Service Manager and daily operations as needed
• Read, write and interpret documents and reports
• Present information to groups of managers and customers

Job description

Independent Land Rover Specialists is looking for “A” players! We are growing, and are looking for top level talent to join our team. High on our list is a Service Advisor that shows the potential of becoming a Service Manager when given the opportunity. Is that you? Check us out!

“At Independent we provide our customers with an ownership experience that is unparalleled in service, expertise, and passion for the Land Rover lifestyle. We do this by exhibiting our core values every day - Transparency, Community, Expertise, Passion and Results”

Position Summary:

As a Service Advisor, you are responsible for helping customers understand what their vehicle’s needs are and to provide them with cost estimates for needed services in an ethical and efficient manner.

You’re responsible for maintaining a level of production to ensure shop profitability. You are to address any customer’s vehicle concerns, as well as provide information & results from inspections performed by technicians. You’ll source parts and labor for estimates and sold work orders. You will receive payments from customers, and make payments when placing orders. You’ll communicate with customers before, during and after their visit via email, text, and telephone calls to ensure they are comfortable and needs are met. As service advisor, you are also the primary backup to the Service Manager, and should be able to assist in the daily operations of the business when needed.

Ultimately, a successful Service Advisor will be the main contact point for our customers, and provide them with what their vehicles need and keep them updated throughout the process to maintain a relationship based on trust and transparency.

About Us:

At Independent Land Rover Specialists we provide our customers with an ownership experience that is unparalleled in service, expertise, and passion for the Land Rover lifestyle. We do this by honoring our core values throughout our customer interactions as well as our hiring process. We are transparent through everything, a community of enthusiasts, experts in our field, passionate about what we do, and provide quality & dependable results.

Objectives:

• Maintain a professional appearance
• Perform opening and closing procedures
• Maintain clean & presentable parking lot, front office, customer area & restroom
• Attend all daily/weekly/monthly/quarterly shop meetings
• Answers phone calls and handles customer inquiries and complaints expeditiously and in an ethical manner
• Schedules service appointments and performs appointment confirmations
• Establishes and maintains good working relationships with customers to encourage repeat and referral business
• Communicates with customers through email and text messages. Utilizes CRM to establish and maintain 24-hour follow-up with all customers and confirm satisfaction with the service experience
• Ensures that all customers are greeted promptly, performs check-in & check-out process
• Ensures that all customer communication (whether in person, by phone, or electronic) is professionally courteous and inviting
• Builds estimates and reviews findings with customers.
• Coordinates with vendors for parts pricing, ordering and returns
• Informs repair technicians of time allowances on each repair order.
• Monitors workflow through the shop to ensure customer promise times are met
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality
• Coordinates with other businesses to sublet services to meet customer needs
• Schedules next service or maintenance appointments at checkout, and records all declined and recommended services in POS
• Files as needed
• Participates in all training programs that are made available
• Performing other tasks and errands related to the position as assigned by the Owner, General Manager and/or Service Manager
• Ability to read, write, and interpret documents such as reports, safety rules, operating and maintenance instructions, business correspondence and procedure manuals
• Ability to speak effectively before groups of customers or employees of the organization
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, rates, ratios, percentages, area, circumference and volume and interpret graphs
• Ability to apply common sense understanding to carry out detailed written, diagram, or oral instructions.
• Ability to use office tools and equipment such as computers, printers, telephones and any other general office equipment needed to perform daily operations

Education, Certifications & Experience:

• Two or more years related experience and/or training; or equivalent combination of education and experience
• Valid government issued driver’s license
• ASE & other technical certifications preferred but not required

Physical Requirements

• Must be able to lift, pull or push heavy objects
• Prolonged periods of standing while inspecting and servicing vehicles

Commitment to Diversity:

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Independent Land Rover Specialists recognizes that a diverse staff, reflective of our community, is an integral part of a successful and ethical business. We hire talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.

$80k+ annually depending on experience/skill level

6 major holidays paid per year

2-4 weeks of vacation/PTO depending on tenure

5 Day work week only, Monday through Friday 8am-5pm

Group health insurance plan with $500 employer contribution per month

Convenient work location off of Route 355, steps from North Bethesda metro station and minutes from Routes 495 & 270

Fun & Friendly work environment, with supportive and encouraging management

Opportunity to learn and grow, all have a chance to move up if willing to go for it!