Customer Service Officers

Express Lane Service Advisor

Gossett Volkswagen of Germantown

Job Type: Full-time

Shift: Day shift (Monday - Saturday, rotating schedule)

At Gossett Volkswagen of Germantown, our core focus is a total commitment to customer satisfaction. As part of the prominent Gossett Motor Cars family, our high-volume service center provides the quick, reliable maintenance our VW owners expect. We are currently seeking an energetic, customer-centric Express Lane Service Advisor to join our dynamic service team!

It is a very attractive position to not only learn to be a professional Service Consultant but also make a very good income doing so.

As an Express Lane Service Advisor, you are the face of our fast-paced routine maintenance department. You will welcome guests arriving for quick services (like oil changes, tire rotations, and fluid checks), assess their vehicle needs through consultative walk-arounds, and ensure an efficient, transparent experience from drop-off to delivery and follow up to ensure satisfaction.

Promptly welcome Express Lane guests with a positive attitude, gathering accurate customer and vehicle data.

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Accurate Estimating: Prepare complete, transparent cost estimates for parts and labor before work begins.

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Keep a pulse on the shop's progress, communicating directly with quick-lane technicians and parts staff to minimize customer wait times.

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Provide proactive phone and in-person updates, ensuring no guest is left wondering about their vehicle status.

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The Hand-Off: Review invoice details clearly with customers, explain all completed work, process payments, and ensure top-tier Customer Service Index (CSI) scores.

* Follow Up: You will be required to follow up with clients and ensure current benchmarks were maintained during the service visit and you are maintaining standards set forth for Customer Satisfaction scores.

Experience: Minimum 1+ years of experience in an automotive service or fast-paced customer service environment or similar field.

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A high-volume mentality with a strong focus on team player dynamics and customer service.

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General familiarity with the automotive service industry is required.

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Tech Savvy: Proficient computer skills. Competitive compensation package with performance-based incentives

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Comprehensive medical, dental, and vision coverage

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Paid factory and dealership training to advance your career

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Generous Employee Discounts on vehicle purchases, parts, and service

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Company Paid Health Insurance

* Paid Holidays