Customer Service Representative Full Time

Position Goal

Responsible for focusing on quality and customer satisfaction by handling a wide range of customer service based tasks to ensure an overall positive customer rating Responsible for adhering to Graham Auto Repair (GAR) purpose, vision, essentials, and core values.

Position Responsibilities

• Engage with customers in a friendly, professional, and empathetic manner, addressing their inquiries, concerns, and feedback.

• Provide accurate information about services, pricing, policies, and procedures to ensure customer satisfaction.
• Proactively identify opportunities to enhance the customer experience and resolve any issues that arise.
• Effectively communicate with team members to share customer feedback, recurring issues, and improvement opportunities.
• Communicate effectively and timely with customers through various channels, including phone, email, chat, and in-person interactions. Update and maintain phone log.
• Maintain accurate and organized records of customer interactions, inquiries, and service appointments.
• Troubleshoot and resolve customer issues, ensuring a positive resolution and satisfaction.
• Collaborate with other managers to address complex problems and escalate issues when necessary.
• Back up service advisors when necessary.
• Assist in scheduling customer appointments.
• Assist in placing orders for parts or accessories.
• Drive a courtesy shuttle or run company errands.
• Generate regular reports on sales metrics, customer feedback, and service trends.
• Must complete 40 hours of additional training per year.
• Complete 1 hour of ATI Overdrive training per week until its completion.
• Other duties as assigned by the Store Manager or Administration.

Position Requirements and Qualifications

• One (1) year of customer service experience in the automotive field is preferred.
• Valid driver's license and satisfactory driving record are required.
• Must have excellent written and verbal communication skills.
• Must have excellent communication and interpersonal skills.
• Prior office experience preferred.
• Proficient in Microsoft Office and Google applications.
• Superior attention to detail.
• Able to multitask and prioritize in a fast-paced environment.
• Able to work under pressure and strict deadlines.
• Must be able to work independently without supervision in a self-motivated and trustworthy capacity.
• Must have organizational, analytical, problem solving and conflict-resolution skills.

Physical Demands & Working Conditions

Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office machinery. Occasionally ascends/descends stairs. Will frequently communicate both verbally and electronically. Occasionally will move/lift items up to 15 lbs. Primarily will work indoors but may be exposed to outside weather conditions and shop noise.

Graham Auto Repair is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, marital status, citizenship, genetic information, or any other characteristic protected by law.

If you have a disability and you believeyou need a reasonable accommodation in order to search for a job opening or to submit an online application please emailgrahamauto.careers@gmail.com