Express Lube Advisor

Express Lube Advisor

Requirements

• Current and valid drivers license is required
• Strong attention to detail
• Sense of urgency
• Excellent communication – verbal and written
• Typing – ability to type efficiently in order to enter repair orders
• Basic computer skills
• Ability to work with a team and independently

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC)
• Follow the Initial Customer Contact (ICC) process:
• Greet customers in a friendly and professional manner
• Identify, confirm and offer resolution to customer concerns
• Communicate with customer what needs to be done, how much it will cost and when service will be complete
• Assess customer needs by conducting a vehicle walk around
• Attain agreement from customer for service needs
• Offer a multi-point inspection
• Write accurate repair orders using ADP system
• Follow the Interim Customer Contact (ICC2) process:
• Provide estimates that are accurate and support upfront pricing guarantee
• Obtain approval to review findings of multi-point inspection and associated prices
• Obtain approval to proceed with Additional Service Requests
• Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods
• Communicate with technicians to gain clear understanding of services required and/or performed
• Follow-up with customer during repair/servicing of vehicle so they are aware of status
• Follow the Customer Delivery (CD) process:
• Receive and process cash or credit payment for all services performed
• Upon completion of service promptly and professionally deliver vehicle to customer
• Ensure the Sales 2 Service process is completed thoroughly by welcoming the customer and explaining what we will provide them.

Preferred Qualifications

• Prior dealership experience is ideal, but not required