Automotive Customer Experience Specialist

Job Description

Job Description

Automotive Customer Experience Specialist  

Location: Lowell, Massachusetts
Company: Hogan Tire & Auto

Deliver an Experience Customers Trust 

At Hogan Tire, we are redefining the tire and automotive service experience through a technology-forward, customer-focused approach. We believe customers deserve honest recommendations, transparent communication, and exceptional service at every visit. 

We are seeking a high-energy Automotive Customer Experience Specialist (Service Advisor) who thrives on helping people, building relationships, and delivering outstanding customer experiences. If you enjoy consulting with customers, solving problems, and working in a fast-paced environment, this could be the perfect opportunity for you. 

What You'll Do 

Customer Experience & Relationship Building 

• Greet customers promptly and professionally. 

• Understand customer concerns and vehicle service needs. 

• Build trust through honest, transparent communication. 

• Deliver an exceptional customer experience from arrival through vehicle pickup. 

• Follow up with customers to ensure satisfaction and long-term loyalty. 

Service Consultation & Sales 

• Review vehicle inspection findings and explain recommendations in customer-friendly language. 

• Present maintenance, repair, and preventative service recommendations. 

• Prepare estimates and secure authorization for repairs. 

• Educate customers on vehicle safety, reliability, and maintenance needs. 

• Help customers make informed decisions regarding vehicle service options. 

Workflow Coordination 

• Collaborate closely with technicians to understand vehicle conditions and repair needs. 

• Monitor repair progress and proactively communicate updates. 

• Coordinate scheduling and workflow to maximize efficiency and customer satisfaction. 

• Ensure work orders are complete, accurate, and properly documented. 

Operational Excellence 

• Maintain accurate customer and vehicle records. 

• Support achievement of customer satisfaction, sales, and productivity goals. 

• Adhere to company policies, procedures, and service standards. 

• Contribute to a positive and team-oriented work environment. 

What We're Looking For  

Required Skills 

✔ Excellent customer service and relationship-building abilities 
✔ Strong communication and presentation skills 
✔ Ability to explain technical information in clear, understandable terms 
✔ Proven ability to multitask in a fast-paced environment 
✔ Strong organizational and time management skills 
✔ Professional appearance and demeanor 
✔ Basic computer proficiency and ability to learn service management software 
✔ Valid driver's license with acceptable driving record 

Preferred Qualifications 

• Automotive Service Advisor experience preferred 

• Automotive retail service experience strongly desired 

• Knowledge of vehicle maintenance and repair services 

• Experience writing repair orders and service recommendations 

• ASE Service Consultant Certification a plus 

• Tire and automotive service experience preferred 

• Bi-lingual skills are a plus 

What Success Looks Like 

Our top-performing Customer Experience Specialists: 

• Create lifelong customer relationships. 

• Consistently achieve high customer satisfaction scores. 

• Effectively communicate maintenance and repair recommendations. 

• Work seamlessly with technicians and store leadership. 

• Deliver an experience built on trust, transparency, and professionalism. 

• Contribute to team sales growth and operational excellence. 

Why Join Hogan Tire? 

Competitive Benefits 

• Competitive hourly pay plus incentive opportunities 

• Weekly payroll 

• Medical, dental, and vision coverage 

• 401(k) and Roth retirement plans 

• Paid time off and paid holidays 

• Employee Assistance Program 

• Ongoing training and professional development 

Career Growth 

At Hogan Tire, we promote from within whenever possible. Successful Customer Experience Specialists can advance into: 

• Senior Customer Experience Specialist 

• Assistant Operating Partner 

• Store Operating Partner 

• Market Experience Leader 

• Corporate Operations Leadership 

Join a Team That Puts People First 

If you're passionate about helping customers, enjoy working in a fast-paced automotive environment, and want to build a long-term career with growth opportunities, we encourage you to apply today. 

Hogan Tire is an Equal Opportunity Employer and values diversity at all levels of the organization.