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. 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 Hogan Tire is an Equal Opportunity Employer and values diversity at all levels of the organization. #J-18808-Ljbffr FastLap Group