Customer Experience Specialist

Position Overview

We are looking for a friendly, dependable, and customer-focused Service Advisor to join our team. The Service Advisor is the main point of contact between our customers and service department, helping customers feel informed, comfortable, and confident throughout their service experience.

The ideal candidate enjoys working with people, communicates clearly, stays organized, and can provide excellent customer service in a fast-paced environment.

**What You'll Do

• Welcome customers and provide a friendly, professional experience.
• Listen to customers' vehicle concerns and clearly document their needs.
• Schedule service appointments and help keep the service department running smoothly.
• Communicate with technicians about customer concerns and vehicle needs.
• Explain recommended repairs and maintenance to customers in an easy-to-understand way.
• Keep customers updated on the status of their vehicle, costs, and estimated completion times.
• Get customer approval before additional repairs or services are completed.
• Answer customer questions and address concerns professionally.
• Review completed work and explain repairs and recommendations when the vehicle is ready.
• Process payments and complete service paperwork.
• Maintain accurate customer and vehicle records.
• Work closely with technicians, parts staff, and management to provide a smooth customer experience.
• Follow dealership policies, manufacturer guidelines, and safety procedures.

**What We're Looking For

• Excellent customer service and communication skills.
• Friendly, professional, and positive attitude.
• Ability to listen and understand customer needs.
• Strong organizational and time-management skills.
• Ability to multitask and work in a fast-paced environment.
• Comfortable using computers and learning service/dealership software.
• Ability to work well as part of a team.
• Valid driver's license with an acceptable driving record.
• Automotive experience is helpful, but a strong customer-service background is highly valued.

**What Makes a Great Service Advisor?

A great Service Advisor puts the customer first. You don't have to know everything about vehicles on day one. What's most important is being willing to listen, communicate honestly, follow through, and make sure every customer feels taken care of.

You'll be successful in this role by building trust with customers, keeping them informed, and making their service experience as easy and stress-free as possible.

**Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Frequent use of computers, phones, and office equipment.
• Ability to work in varying weather conditions when assisting customers outside.