AUTOMOTIVE CUSTOMER SERVICE ADVOCATE (CSA) Are you interested in joining a growing business that is committed to family, promotes employees from within, is passionate about protecting the environment, has an inspiring company culture, and is actively involved with the community and local charities? If so, this opportunity might be for you!

THE POSITION: The CSA is responsible for supporting and assisting the service department and services to customers.

THE PERKS:

• Competitive Compensation
• Employee Referral Program
• Employee Discounts on Sales and Service
• Benefits Package (Medical, Dental, Vision, Employer Paid Life/AD&D, Employee Assistance Program, Pet Insurance)
• Voluntary Benefits (Flexing Spending Account, Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident Insurance, Legal & Identity Theft Protection)
• 401(k) and Employer Match
• Holiday Savings Program with Employer Match
• Paid Time Off
• Holiday Pay

Skills & Qualifications:

• Problem Solving
• Scheduling skills
• Solid knowledge of computers and proficient in web navigation
• Strong written and verbal communication skills
• Customer focused
• Ability to overcome objections
• Positive Attitude
• Team Player
• Excellent communication skills

Education and Experience:

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• High School Diploma or GED.

Essential Duties & Responsibilities:

• Preparing for the Day
  • Pre-printing VMAs for the lane and providing to the advisors.
  • Reviewing appointment schedule with Service Manager/Lane Manager.
  • Be a part of morning meetings.
• Daily Focus
  • Every customer greeted promptly.
    • If they have an appointment, we should be greeting them by name.
      • Always keep the appointment sheet with them.
  • Perform waiting room “Check ins” understanding and reading the “pulse” of the room and reporting back to Lane/Service Manager accordingly.
  • Perform basic/generic status updates.
    • Parts updates.
    • Completion of work.
      • Scheduling active delivery.
  • Assist with incoming phone calls as needed.
    • Direct phones to available consultants.
    • Take messages and directly give to advisor for follow-up.
      • Track messages taken to ensure follow-up.
  • Perform Active Deliveries as available.
    • Discuss CSI survey.
  • Perform CSI follow up calls.
    • Direct any concerns to Management team.
  • Fill in for advisors who are out that day.
  • With any downtime, checking in with Management team for additional tasks.

Physical Requirements:

• Occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• Regularly required to stand, talk, and hear.
• Frequently is required to walk and sit.
• Is potentially exposed to exhaust fumes or other airborne particles.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.

THE COMPANY:

Founded in 1980 by Michael Sr. and Maureen LaFontaine, the award-winning and nationally-recognized LaFontaine Automotive Group includes 54 retail franchises, 9 collision centers and 34 Michigan retail locations. The group employs nearly 2,500 individuals. It’s the mission of the LaFontaine Family to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities. The LaFontaine commitment to customers, staff, and local communities is demonstrated by active participation and contributions to numerous non-profit organizations, educational institutions, and charities throughout southeast Michigan. The combination of both the mission and core values provides the basic foundation of our promise … to treat every customer like they are members of our family. From sales to service to parts, LaFontaine Automotive Group is able to meet any customer’s specific needs. LaFontaine represents the following brands: Buick, Cadillac, Chevrolet, Chrysler, Dodge, Ford, Fiat, Genesis, Honda, Hyundai, Jeep, KIA, Lincoln, Mazda, RAM, Polestar, Subaru, Toyota, Volvo, and Volkswagen. The LaFontaine Family Deal; it’s not just what you get, it’s how you feel. Visit www.familydeal.com for additional details.

Our Mission: To Build Lifelong Relationships that Connect Families, Strengthen Communities, and Personalize the Automotive Experience.

Our Core Values: Accountability, Responsibility, Respect, Communication, Teamwork, Passion.

LaFontaine Automotive Group is an equal opportunity employer.

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