Service Consultant

About This Role

Deliver exceptional customer service as a Service Consultant by acting as a liaison between customers and technicians throughout the service and repair processes.

Responsibilities

• Meet and greet all service customers in a friendly manner, conveying exceptional customer service skills and empathy.
• Assist Service/Customer Operators with incoming service calls when needed.
• Accurately interview and document customer concerns.
• Establish specific call times with each customer to update them on their vehicle's status and consistently meet those commitments.
• Create repair orders and route work to technicians or mechanical associates.
• Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
• Consult with customers regarding needed repairs.
• Review repair orders for work performed and accuracy of all labor, parts, and sublet documentation for billing.
• Close and invoice repair orders.
• Clearly explain and communicate all recommendations, repairs, service, and maintenance performed to ensure customer understanding.
• Collect service payments and manage cash, including receiving and counting money.
• Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate.
• Ensure all customer concerns are addressed and resolved in a timely manner.

Requirements

• Exceptional interpersonal, communication, and customer service skills
• Exceptional telephone etiquette and active listening skills
• Ability to read, interpret, and transcribe data to maintain accurate records
• Intermediate computer skills, including spreadsheet knowledge
• Ability to work effectively with associates in other departments
• Ability to perform multiple duties in a high-energy, fast-paced working environment
• Ability to balance a busy workload
• Ability to work flexible hours including nights, weekends, holidays, and 12-hour days

Skills

* Required skills