Automotive Customer Experience Specialist

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.