Customer Service Representative

Kerner's Auto Service; Utica (MI); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Locally Owned Business

Team oriented environment

Opportunity for Growth

Flexibility

Competitive Compensation

401(k) matching

Employee discounts

Paid time off

Job summary

Kerner's Auto Service in Utica, MI is seeking an experienced Customer Service Representative / Service Office Assistant. You will greet customers, manage calls, schedule appointments, and support Service Advisors and technicians to deliver a smooth, professional, 5-star experience.

The role requires highly organized multitasking, attention to detail, and a customer-first approach. Automotive experience is nice but not required; on-the-job training available for the right candidate.

Qualifications

• Minimum 3 years of professional customer service experience.
• Strong verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficient with computers and Microsoft Excel.

Responsibilities

• Greet customers in person and by phone with a friendly, professional experience.
• Answer calls, texts, and emails promptly and professionally.
• Schedule and confirm appointments, collecting accurate customer and vehicle information.
• Build and maintain positive, long-term relationships with customers.
• Support Service Advisors with intake, notes, and follow-up communication.
• Assist with front-office/technician communication and workflow.

Skills

Customer service

Multitasking

Communication

Excel

Typing

Attention to detail

Valid driver's license

Education

High School Diploma or Equivalent

Tools

Microsoft Excel

Job description

Benefits

• Locally Owned Business
• Team oriented environment
• Opportunity for Growth
• Flexibility
• Competitive Compensation
• 401(k) matching
• Employee discounts
• Paid time off

The Customer Service Representative Role

We're looking for an experienced Customer Service Representative / Service Office Assistant who understands that first impressions matter.

This role is the front line of our business and helps set the tone for every customer interaction. You'll be responsible for greeting customers, managing calls and messages, scheduling appointments, assisting with office and administrative responsibilities, and supporting our Service Advisors and technicians to help provide a smooth, professional, 5-star customer experience from start to finish.

This is not simply an answering-the-phone position. We need someone who is highly organized, great at multitasking, detail-oriented, and driven to provide exceptional customer service.

A minimum of 3 years of professional customer service experience is required. Previous automotive experience is preferred but not required. For the right person, we can teach the automotive side of the business.

Requirements and Responsibilities

• Greet customers in person and by phone while delivering a friendly, professional experience
• Answer incoming calls and respond to texts and emails in a timely and professional manner
• Schedule and confirm appointments while collecting accurate customer and vehicle information
• Build and maintain positive, long-term relationships with customers
• Support Service Advisors with customer intake, paperwork, notes, and follow-up communication
• Assist with communication and workflow between the front office and technicians in the shop
• Help ensure customer questions, concerns, and information are communicated accurately to the appropriate team member
• Assist with processing and reconciling invoices, receipts, vendor paperwork, and other documentation
• Maintain and assist with accurate inventory counts
• Assist with parts tracking, vendor communication, and other office-related responsibilities
• Maintain accurate, organized customer and company records
• Prepare handwritten thank-you notes and other customer correspondence—clear and legible handwriting is important
• Utilize Microsoft Excel and other computer programs for tracking, reporting, inventory, and administrative responsibilities
• Maintain organized paperwork and ensure completed documents are processed accurately
• Assist with customer transportation, loaner vehicles, and other customer-service needs when necessary
• Maintain a clean, organized, and welcoming front-office environment
• Assist the Service Advisors and management team with additional responsibilities as needed

You May Be a Great Fit If You

• Have at least 3 years of professional customer service experience
• Genuinely enjoy working with people and take pride in providing outstanding customer service
• Understand the importance of building and maintaining long-term customer relationships
• Are a strong multitasker who can manage several responsibilities without losing attention to detail
• Stay calm, professional, and organized in a busy, fast-paced environment
• Communicate clearly and professionally over the phone, by text and email, and in person
• Are comfortable communicating with customers, Service Advisors, management, and automotive technicians
• Take ownership of responsibilities rather than waiting to be told what needs to happen next
• Are proficient with computers and comfortable learning new software
• Have experience with Microsoft Excel and strong typing/keyboarding skills
• Are comfortable working with numbers, invoices, inventory, and administrative paperwork
• Have clear and professional handwriting
• Are dependable, punctual, and capable of working with minimal supervision
• Enjoy being part of a team and proactively helping coworkers
• Are interested in a position where you can learn the automotive service industry and grow into additional responsibilities over time

Experience & Qualifications

Required

• Minimum 3 years of professional customer service experience
• Strong verbal and written communication skills
• Strong organizational and multitasking abilities
• Computer proficiency, including Microsoft Excel
• Strong typing/keyboarding skills
• Attention to detail and accuracy
• High school diploma or equivalent
• Valid driver’s license
• Ability to consistently work at least 40 hours per week

Preferred

• Previous automotive repair, dealership, service department, or automotive office experience
• Previous office assistant or administrative experience
• Experience with invoice reconciliation, bookkeeping, inventory management, or vendor paperwork
• Automotive experience is preferred, but it is not required. We are more interested in finding someone with the right customer-service skills, work ethic, organizational ability, and desire to learn.

Schedule

This is a full-time position requiring a commitment of at least 40 hours per week.

Our normal operating hours are:

Monday-Friday 7:30 AM-5:30 PM

Candidates must have the flexibility and availability to work their scheduled hours within the normal operating hours of the shop.

Compensation

$18.00-$22.00 per hour, based on previous experience, qualifications, and demonstrated skill set.

Why Join Our Team?

Because this role is about much more than answering phones.

You will be one of the faces and voices of Kerner's Auto Service and play an important role in both the customer experience and the daily operation of the business.

You'll help build relationships with customers, support our Service Advisors, maintain communication with our technicians, assist with important administrative responsibilities, and help keep the operation organized and moving forward.

For someone who is motivated, organized, customer-focused, and interested in learning the automotive industry, this position provides an opportunity to develop additional skills, take on greater responsibility, and grow within the company.

We value professionalism, teamwork, accountability, organization, exceptional customer service, and doing things the right way.