Customer Service Advisor

Customer Service Advisor Job Purpose: Responsible for delivering the customer service experience to maintain and increase market share. Responsible for performing automotive services and activities associated with the store in an accurate and timely manner according to company policies and procedures. PRINCIPAL ACCOUNTABILITIES * Execution and reinforcement of customer mantra - Fast, Trustworthy and Knowledgeable: Everytime - Everywhere * Greet customers within 10 seconds of drive up on lot * Makes the appropriate decision to escort customer straight to podium or to waiting lounge * Mastery of Ottocare unit and screens * Navigate through screens effectively * Proper customer positioning * Demonstrates superior customer service skills * Executes proper service review for all customers with appropriate modifications between new/returning customers and for customers requesting 'just an oil change' * Communicates manufacture's recommendations naturally in an informative way * Review promotional material with customers * Provide estimates to customers when necessary * Capture and/or verify customer information accurately to ensure the information is correct * Escort customers to lounge per J Team Service Standards (JTSS) * Performs proper ring-out procedures, including ringing doorbell with sufficient notice to vehicle team * Makes appropriate decisions to assist vehicle team * Maintain Ottocare station cleanliness and stock levels * Clean shop per daily activity board and maintain shop and lounge image in accordance to company value proposition * Always wear required personal protective equipment (PPE) setting an example for others to follow * Meets JTSS standards with no quality defects * Executes the JTSS call and response system properly * Supports professional image and trust * Shows respect for customer's vehicle JOB KNOWLEDGE, SKILLS & EXPERIENCE * High School Dipolma or equivalent preferred * Ability to speak, read, and write English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals * Ability to speak effectively with customers and employees * Ability to perform math calculations * 100% completion of required computer based training (CBT) for the customer service advisor position
Associated topics: agent, agente de servicio al cliente, call center specialist, csr, customer care, customer care representative, customer care specialist, service specialist, system support, tsr