Service Advisor

Service Advisor

Requirements

• 5+ years providing excellent customer experience
• Excellent interpersonal skills
• Compassionate and patient demeanor
• Problem solving and creative thinking skills
• General automotive knowledge (not required) or willingness to learn
• Ability to explain complicated concepts to clients who may not be familiar with industry terminology
• Ability to use basic computer applications such as Microsoft Office as well as learn proprietary DMS software
• Must possess a valid driver license with no Suspensions in the past year

Responsibilities

• Greet clients promptly and offer excellent customer experience at all steps of the service process
• Ensure clients thoroughly understand the service process, and are comfortable at all steps of their experience
• Properly perform the walk-around and write-up processes, accurately ascertaining primary concern through verbal interview and visual assessment (assess client needs accurately)
• Consult with technicians regarding appropriate service options where needed
• Accurately document client concerns for diagnosis and repair by technicians (write RO)
• Follow correct repair order documentation procedures, i.e. The Three C’s
• Explain all service options to clients including time and cost estimates
• Track all client vehicles through the maintenance and repair process
• Ensure that work done meets Lucid’s exacting standards before vehicle is returned to client – act as the last QC step
• Invoice and collect payment
• Perform a thorough redelivery process, ensuring all client needs have been met, client understands all services performed, and answer any questions that may arise
• Perform customer service duties such as answer phones, scheduling appointments (where needed), and calling customers to update them on repair status, or to follow up after repairs are completed
• Develop rapport with clients leading to lasting relationships
• Have a passion for sustainable transportation and changing the automotive industry
• Wash, vacuum, and clean windows of service vehicles before they are returned to the client
• Thoroughly detail all vehicles before they are delivered to the client as needed
• Perform valet services for clients by delivering and picking up vehicles to/from clients

Preferred Qualifications

• AA/BS in either Automotive Technology or Business Management, or equivalent work experience
• Knowledge of HV systems, LV systems, and EV powertrains
• Start-up experience and related fast-paced environments
• Previous OEM specific EV experience and training