Automotive Service Assistant (experience in US automotive industry is required)

• Answer inbound phone calls from prospective and existing customers.
• Respond promptly to customer inquiries via email, text messages, Yelp, Thumbtack, Facebook, and other communication channels.
• Provide professional and friendly customer service at all times.
• Follow up with leads and customer inquiries to increase booking conversions.
• Schedule, confirm, and manage service appointments.
• Coordinate appointment availability with technicians and business operations.
• Send reminders and updates to customers regarding scheduled services.
• Manage calendar updates and appointment changes.
• Gather customer information and vehicle details.
• Provide repair estimates and quotations based on company guidelines.
• Enter customer information accurately into the company management system.
• Maintain records of estimates and follow-up opportunities.
• Utilize ShopMonkey to manage customer information, work orders, and appointments.
• Update customer records and service histories.
• Assist with administrative tasks related to daily operations.
• Maintain organized and accurate documentation.
• Monitor and respond to incoming leads from:
  • Yelp
  • Thumbtack
  • Facebook
  • Community Groups
  • Website inquiries
  • Phone calls
• Track lead status and follow up on pending opportunities.
• Ensure all inquiries receive timely responses.
• Identify opportunities to recommend additional maintenance and repair services.
• Educate customers on available services and promotions.
• Assist in increasing average ticket value through consultative communication.
• Support customer retention initiatives.
• Assist with posting in local Facebook community groups.
• Support local marketing initiatives.
• Help maintain an active online presence for the business.
• Coordinate basic promotional content as directed.

Hard Requirements:

• Previous experience in customer service, virtual assistance, or administrative support.
• Excellent verbal and written English communication skills.
• Strong organizational and multitasking abilities.
• Ability to manage multiple communication channels simultaneously.
• Comfortable learning and using CRM or shop management software.
• Professional phone etiquette and customer service skills.
• Previous experience as Automotive Service Advisor, Service Writer, Automotive Customer Service Representative or Automotive Virtual Assistant is required
• Understanding of automotive repair terminology and services.
• Experience creating repair estimates and service recommendations.
• Ability to confidently discuss repair needs with customers.
• Experience with upselling automotive services.

Schedule:

• 40 hours per week
• Monday to Friday
• 9AM - 6PM Pacific Standard Time Zone