Customer Service Specialist (In-Office)

Job Description

Job Description

Position Summary: 

The Automotive Customer Service Specialist serves as the primary point of contact between customers and the service team. This role is responsible for delivering exceptional customer experiences by handling inquiries, scheduling appointments, writing and communicating repair estimates, and coordinating service with technicians. The position also involves managing customer check-ins and payments, overseeing parts ordering and inventory, and maintaining a clean, professional, and welcoming environment. A successful candidate will be organized, personable, and committed to providing top-tier service in a fast-paced automotive setting. 

Key Duties and Responsibilities:

• Answer incoming phone calls promptly and professionally
• Respond to customer emails in a timely manner 
• Monitor and review social media and Facebook posts monthly 
• Engage with and respond to social media inquiries and messages
• Schedule and manage customer appointments efficiently 
• Coordinate customer courtesy rides and vehicle pick-ups/drop-offs
• Write detailed and accurate repair/service estimates 
• Clearly communicate estimates and recommendations to customers 
• Delegate repair tasks and communicate job details to technicians 
• Ordering necessary parts and ensuring timely delivery 
• Manage and maintain accurate inventory levels
• Greet customers, check them in/out, and process payments (in person or via phone)
• Maintain cleanliness of the office and restroom areas
• Ensure the waiting area is clean, comfortable, and welcoming
• Uphold and strive for excellence in customer service 

Education & Experience: 

• High school diploma or equivalent preferred 
• Proficiency in office software like Microsoft Office, Word, and Excel
• Prior experience in an administrative or customer service role (automotive industry a plus)

Personal Behaviors:

• Strong communication and interpersonal skills 
• Ability to multitask in a busy environment 
• Detail oriented with strong organizational skills 
• Ability to remain calm under pressure 

Physical Demands & Work Environment:

• Prolonged periods of sitting at a desk and working on a computer
• Bending, stooping, and reaching access files, supplies, or storage areas 
• Occasional lifting of office supplies, parts invoices, or packages up to 25 pounds
• Regular exposure to a garage environment, which may include noise, vehicle fumes, grease, and varying temperatures 
• Dexterity and hand eye coordination required for data entry, filing, and using office equipment 
• Clear verbal communication needed when speaking with customers, technicians, and vendors in person or over the phone 

Benefits

• 401(k) matching
• Medical, Dental and Vision Insurance
• Additional voluntary benefits such as Employee, Spouse and Child Life Insurance, Short-Term Disability, Accident and Critical Illness. 
• Flexible Medical and Dependent savings account (FSA)
• Paid time off
• Paid Holidays
  
  
  

Other Special Working Conditions:

• Employees that become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis