Service Advisor / Customer Experience

Job Description

Job Description

Monkee Wrench Auto is a locally owned, independent automotive repair shop in Springfield. We're growing, and we're looking for the right person to take ownership of our customer experience.

This is not simply a receptionist position , and we're not necessarily looking for someone who already knows everything about cars.

We're looking for someone who can communicate with people, solve problems, stay organized when things get busy, confidently present and sell needed work, and take ownership of the front of the shop.

If you're the person who naturally thinks, "I'll figure it out," rather than waiting for someone to tell you every next step, we want to talk to you.

What You'll Own

You'll be the primary connection between our customers and our technicians, including:

• Answering phones and greeting customers professionally
• Scheduling appointments and properly checking vehicles in
• Listening to customers and understanding what they're trying to accomplish with their vehicle
• Keeping customers updated throughout the repair process
• Reviewing digital vehicle inspections and technician findings
• Explaining repair and maintenance recommendations in language customers can understand
• Presenting estimates and confidently asking for the work
• Documenting approvals, declines and customer conversations
• Coordinating information between customers and the shop
• Making sure customers know what happens next
• Properly closing out repair orders and customer pickups
• Following up personally on previously recommended or declined work
• Helping maintain accurate customer information
• Helping build future work and maintain customer relationships

Who We're Looking For

You'll probably be successful here if you:

• Communicate clearly, professionally and confidently
• Know how to listen instead of simply waiting for your turn to talk
• Can communicate comfortably with everyone from a teenager with their first car to an experienced 80-year-old vehicle owner
• Naturally problem-solve and look for answers
• Can manage multiple competing priorities without losing the details
• Recognize when you can make a decision and when you need to ask for help
• Take feedback well and actually apply it
• Are organized and follow through on what you say you'll do
• Are comfortable discussing money and asking customers to approve needed work
• Want to learn and become excellent at your position
• Care about results and understand that this position directly impacts the success of the business
• Believe you can sell without being pushy, manipulative or dishonest

Automotive Experience

Automotive experience is preferred, but it is not required.

We can teach automotive terminology, our software, our processes and how we present repairs.

We're much more interested in finding someone with strong judgment, communication skills, organization, curiosity, integrity, coachability and sales confidence.

Monkee Wrench Auto is a locally owned, independent automotive repair shop in Springfield, IL. We’re building a different kind of repair experience: honest recommendations, clear communication, quality work, and customers who feel heard and respected. We’re a growing small business where every team member has a real impact on our customers, our culture, and our success.

Company Description

Monkee Wrench Auto is a locally owned, independent automotive repair shop in Springfield, IL. We’re building a different kind of repair experience: honest recommendations, clear communication, quality work, and customers who feel heard and respected. We’re a growing small business where every team member has a real impact on our customers, our culture, and our success.