Job Description

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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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