Automotive Customer Experience Specialist

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.