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9 days ago
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Automotive Customer Service Advisor (Service Writer)


Simply Recruitment Partner
Salary band: $10k - $15k
Location: North America, United States, Indiana
Job type: Permanent
Contact: Sears Automotive
Category: Driver Jobs
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Job Description:

Job Purpose To provide professional, timely and courteous service by listening carefully to customers, presenting Sears Automotive products clearly, and teaming with technicians Job Responsibilities: To focus on the customer the Customer Service Advisor must: . Demonstrate a high level of energetic response to every customer, on the phone or in the center . Listen closely to each customer's needs, document them and determine the best possible response and solution . Communicate accurately with customer service manager and technicians to establish time commitments that meet Sears Automotive standards and exceed customer requirements . Use company documents to communicate clearly with customers and co-workers in ensuring exceptional customer care .Miscellaneous duties as assigned Greet/Respond .Project quality image through associate and store appearance (interior and exterior) .Greet every customer with an acknowledgement within 20 seconds, even when busy .Use Customer Service Request (CSR) Form to ask questions identifying each customer's reason for visit .Stage each customer's vehicle for service as soon as possible .Protect each customer's vehicle with floor mats and seat/steering wheel covers .Answer phone within 3 rings .Follow Phone Power guidelines on each and every call Selling Solutions .Present merchandise and service operations that match customer requirements and needs .Coordinate service time commitment that meets Sears Automotive standards and exceeds customer requirements .Communicate "Quick Check" results to customers within 10 minutes using Sears Automotive and MAP standards .Coordinate with customer service manager or technician to present additional creative service .Update waiting customers on service progress every 15 minutes .Invoice customer's ticket immediately after technician signs off to expedite customer exit .Follow proper exit procedures: explain all warranties and options to all customers, thank them and display appreciation for their business .Ask each customer "Did we meet your expectations today?" or "Were you satisfied with our service today?" .React to any open issues, involving the customer service manager when necessary Required Experience and Capabilities The customer service advisor's job requires: .Must be at least 18 years of age and must have a valid drivers license .No related work experience .Ability to maintain individual productivity as defined by the business sales per hour standard .Completion of all mandatory training elements within established timeframes .Prolonged standing and walking .Lifting up to 50 pounds .Extended workdays of up to 10 hours, weekends and nights as needed .Ability to handle stressful situations and work in a fast-paced environment .Ability to read and utilize reports .Extensive communication for customer and associate communications

Company Description:

Sears operates over 650 Auto Centers which are located in the most highly trafficked malls in the nation. Our Auto Centers offer a variety of professional automotive repair and maintenance services as well as a full assortment of automotive accessories. We offer a variety of exciting positions with flexible schedules, advancement opportunities, merchandise discounts and fast-paced and fun work environments.
Job Description:

Job Purpose To provide professional, timely and courteous service by listening carefully to customers, presenting Sears Automotive products clearly, and teaming with technicians Job Responsibilities: To focus on the customer the Customer Service Advisor must: . Demonstrate a high level of energetic response to every customer, on the phone or in the center . Listen closely to each customer's needs, document them and determine the best possible response and solution . Communicate accurately with customer service manager and technicians to establish time commitments that meet Sears Automotive standards and exceed customer requirements . Use company documents to communicate clearly with customers and co-workers in ensuring exceptional customer care .Miscellaneous duties as assigned Greet/Respond .Project quality image through associate and store appearance (interior and exterior) .Greet every customer with an acknowledgement within 20 seconds, even when busy .Use Customer Service Request (CSR) Form to ask questions identifying each customer's reason for visit .Stage each customer's vehicle for service as soon as possible .Protect each customer's vehicle with floor mats and seat/steering wheel covers .Answer phone within 3 rings .Follow Phone Power guidelines on each and every call Selling Solutions .Present merchandise and service operations that match customer requirements and needs .Coordinate service time commitment that meets Sears Automotive standards and exceeds customer requirements .Communicate "Quick Check" results to customers within 10 minutes using Sears Automotive and MAP standards .Coordinate with customer service manager or technician to present additional creative service .Update waiting customers on service progress every 15 minutes .Invoice customer's ticket immediately after technician signs off to expedite customer exit .Follow proper exit procedures: explain all warranties and options to all customers, thank them and display appreciation for their business .Ask each customer "Did we meet your expectations today?" or "Were you satisfied with our service today?" .React to any open issues, involving the customer service manager when necessary Required Experience and Capabilities The customer service advisor's job requires: .Must be at least 18 years of age and must have a valid drivers license .No related work experience .Ability to maintain individual productivity as defined by the business sales per hour standard .Completion of all mandatory training elements within established timeframes .Prolonged standing and walking .Lifting up to 50 pounds .Extended workdays of up to 10 hours, weekends and nights as needed .Ability to handle stressful situations and work in a fast-paced environment .Ability to read and utilize reports .Extensive communication for customer and associate communications

Company Description:

Sears operates over 650 Auto Centers which are located in the most highly trafficked malls in the nation. Our Auto Centers offer a variety of professional automotive repair and maintenance services as well as a full assortment of automotive accessories. We offer a variety of exciting positions with flexible schedules, advancement opportunities, merchandise discounts and fast-paced and fun work environments.

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