Customer Service Advisor


Job Purpose To provide professional, timely and courteous service by listening carefully to customers, presenting Sears Automotive products clearly, and teaming with technicians
Job Responsibilities: To focus on the customer the Customer Service Advisor must:
o Demonstrate a high level of energetic response to every customer, on the phone or in the center
o Listen closely to each customer's needs, document them and determine the best possible response and solution
o Communicate accurately with customer service manager and technicians to establish time commitments that meet Sears Automotive standards and exceed customer requirements
o Use company documents to communicate clearly with customers and co-workers in ensuring exceptional customer care
oMiscellaneous duties as assigned

Greet/Respond
oProject quality image through associate and store appearance (interior and exterior)
oGreet every customer with an acknowledgement within 20 seconds, even when busy
oUse Customer Service Request (CSR) Form to ask questions identifying each customer's reason for visit
oStage each customer's vehicle for service as soon as possible
oProtect each customer's vehicle with floor mats and seat/steering wheel covers
oAnswer phone within 3 rings
oFollow Phone Power guidelines on each and every call

Selling Solutions
oPresent merchandise and service operations that match customer requirements and needs
oCoordinate service time commitment that meets Sears Automotive standards and exceeds customer requirements
oCommunicate "Quick Check" results to customers within 10 minutes using Sears Automotive and MAP standards
oCoordinate with customer service manager or technician to present additional creative service
oUpdate waiting customers on service progress every 15 minutes
oInvoice customer's ticket immediately after technician signs off to expedite customer exit
oFollow proper exit procedures: explain all warranties and options to all customers, thank them and display appreciation for their business
oAsk each customer "Did we meet your expectations today?" or "Were you satisfied with our service today?"
oReact to any open issues, involving the customer service manager when necessary

Required Experience and Capabilities The customer service advisor's job requires:
oMust be at least 18 years of age and must have a valid drivers license
oNo related work experience
oAbility to maintain individual productivity as defined by the business sales per hour standard
oCompletion of all mandatory training elements within established timeframes
oProlonged standing and walking
oLifting up to 50 pounds
oExtended workdays of up to 10 hours, weekends and nights as needed
oAbility to handle stressful situations and work in a fast-paced environment
oAbility to read and utilize reports
oExtensive communication for customer and associate communications

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