Job Summary:
We are seeking a Customer Service Advisor to join our team at the North Las Vegas branch. This role serves as the first point of contact for customers, providing outstanding customer service and helping drive business growth. The ideal candidate will be responsible for managing customer interactions, creating work orders, providing status updates, and assisting customers with their service needs.
The ideal candidate will have prior customer service experience, particularly at the front counter, with strong communication skills and the ability to manage a variety of service-related tasks. Experience in a dealership or as a service advisor would be highly beneficial.
Key Responsibilities:
- Customer Interaction: Serve as the first point of contact for customers either by phone or in-person at the branch, fostering positive relationships with customers.
- Work Order Creation: Assess customer needs and gather relevant information to create and process work orders efficiently.
- Service Updates: Provide status updates to customers on their service requests, maintaining clear communication throughout the process.
- Invoicing and Estimates: Assist customers by creating service estimates, scheduling services, and handling invoicing as required.
- Issue Resolution: Troubleshoot customer complaints, using service tools and procedures to resolve issues effectively.
- Warranty Claims: Understand and analyze customer issues to determine eligibility for warranty claims and ensure accurate filing.
- Technical Escalation: Identify complex issues, escalate when necessary, and ensure issues are resolved promptly.
- Documentation: Maintain accurate records of customer interactions, service details, and technical information in the service management systems.
Qualifications and Competencies:
- Communication Skills: Ability to communicate effectively, tailoring messages to different customer needs and ensuring clarity in all interactions.
- Conflict Management: Demonstrated ability to resolve customer issues professionally and with minimal disruption.
- Customer Focus: Strong relationship-building skills with a focus on delivering customer-centric solutions.
- Leadership: Ability to guide and support team members, removing obstacles to ensure smooth service operations.
- Financial Acumen: Ability to use financial data to inform business decisions and support customer needs.
- Trustworthiness: A high level of integrity and transparency to build trust with customers and colleagues.
- Diagnostic Skills: Ability to troubleshoot and resolve customer complaints using appropriate service tools and diagnostic systems.
- Service Documentation: Proficiency in maintaining detailed service records in management systems.
Education and Experience:
- Education: High school diploma or equivalent required.
- Experience: Requires significant relevant work experience or specialized skills acquired through education, training, or on-the-job experience. Previous experience in customer service and dealership or service advisor roles is highly preferred.
Top 3 Skills Sought:
- Organization: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Communication: Strong verbal and written communication skills, with the ability to interact with a wide range of customers.
- Computer Skills: Proficiency in using service management systems and other electronic tools to diagnose and resolve issues.
Licenses and Certifications:
- This position may require licensing to comply with export controls or
- sanctions regulations.
Education: High School