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The Role:
Greet clients promptly and offer excellent customer experience at all steps of the service process
Ensure clients thoroughly understand the service process, and are comfortable at all steps of their experience
Properly perform the walk-around and write-up processes, accurately ascertaining primary concern through verbal interview and visual assessment (assess client needs accurately)
Consult with technicians regarding appropriate service options where needed
Accurately document client concerns for diagnosis and repair by technicians (write RO)
Follow correct repair order documentation procedures, i.e. The Three C’s
Explain all service options to clients including time and cost estimates
Track all client vehicles through the maintenance and repair process
Ensure that work done meets Lucid’s exacting standards before vehicle is returned to client – act as the last QC step
Invoice and collect payment
Perform a thorough redelivery process, ensuring all client needs have been met, client understands all services performed, and answer any questions that may arise
Perform customer service duties such as answer phones, scheduling appointments (where needed), and calling customers to update them on repair status, or to follow up after repairs are completed
Develop rapport with clients leading to lasting relationships
Have a passion for sustainable transportation and changing the automotive industry
Qualifications:
High School Diploma, GED or relevant work experience
5+ years providing excellent customer experience
Excellent interpersonal skills
Compassionate and patient demeanor
Problem solving and creative thinking skills
General automotive knowledge (not required) or willingness to learn
Ability to explain complicated concepts to clients who may not be familiar with industry terminology
Ability to use basic computer applications such as Microsoft Office as well as learn proprietary DMS software
Must possess a valid driver license
Advantageous Experiences:
AA/BS in either Automotive Technology or Business Management, or equivalent work experience
Knowledge of HV systems, LV systems, and EV powertrains
Start-up experience and related fast-paced environments
