What are the responsibilities and job description for the Automotive Customer Experience Specialist position at FastLap Group?
Automotive Customer Experience Specialist
Location: Lowell, Massachusetts
Company: Hogan Tire & Auto
Deliver An Experience Customers Trust
At Hogan Tire, we are redefining the tire and automotive service experience through a technology-forward, customer-focused approach. We believe customers deserve honest recommendations, transparent communication, and exceptional service at every visit.
We are seeking a high-energy Automotive Customer Experience Specialist (Service Advisor) who thrives on helping people, building relationships, and delivering outstanding customer experiences. If you enjoy consulting with customers, solving problems, and working in a fast-paced environment, this could be the perfect opportunity for you.
What You'll Do
Customer Experience & Relationship Building
Required Skills
✔ Excellent customer service and relationship-building abilities
✔ Strong communication and presentation skills
✔ Ability to explain technical information in clear, understandable terms
✔ Proven ability to multitask in a fast-paced environment
✔ Strong organizational and time management skills
✔ Professional appearance and demeanor
✔ Basic computer proficiency and ability to learn service management software
✔ Valid driver's license with acceptable driving record
Preferred Qualifications
Our top-performing Customer Experience Specialists:
Competitive Benefits
At Hogan Tire, we promote from within whenever possible. Successful Customer Experience Specialists can advance into:
If you're passionate about helping customers, enjoy working in a fast-paced automotive environment, and want to build a long-term career with growth opportunities, we encourage you to apply today.
Hogan Tire is an Equal Opportunity Employer and values diversity at all levels of the organization.
Location: Lowell, Massachusetts
Company: Hogan Tire & Auto
Deliver An Experience Customers Trust
At Hogan Tire, we are redefining the tire and automotive service experience through a technology-forward, customer-focused approach. We believe customers deserve honest recommendations, transparent communication, and exceptional service at every visit.
We are seeking a high-energy Automotive Customer Experience Specialist (Service Advisor) who thrives on helping people, building relationships, and delivering outstanding customer experiences. If you enjoy consulting with customers, solving problems, and working in a fast-paced environment, this could be the perfect opportunity for you.
What You'll Do
Customer Experience & Relationship Building
- Greet customers promptly and professionally.
- Understand customer concerns and vehicle service needs.
- Build trust through honest, transparent communication.
- Deliver an exceptional customer experience from arrival through vehicle pickup.
- Follow up with customers to ensure satisfaction and long-term loyalty.
- Review vehicle inspection findings and explain recommendations in customer-friendly language.
- Present maintenance, repair, and preventative service recommendations.
- Prepare estimates and secure authorization for repairs.
- Educate customers on vehicle safety, reliability, and maintenance needs.
- Help customers make informed decisions regarding vehicle service options.
- Collaborate closely with technicians to understand vehicle conditions and repair needs.
- Monitor repair progress and proactively communicate updates.
- Coordinate scheduling and workflow to maximize efficiency and customer satisfaction.
- Ensure work orders are complete, accurate, and properly documented.
- Maintain accurate customer and vehicle records.
- Support achievement of customer satisfaction, sales, and productivity goals.
- Adhere to company policies, procedures, and service standards.
- Contribute to a positive and team-oriented work environment.
Required Skills
✔ Excellent customer service and relationship-building abilities
✔ Strong communication and presentation skills
✔ Ability to explain technical information in clear, understandable terms
✔ Proven ability to multitask in a fast-paced environment
✔ Strong organizational and time management skills
✔ Professional appearance and demeanor
✔ Basic computer proficiency and ability to learn service management software
✔ Valid driver's license with acceptable driving record
Preferred Qualifications
- Automotive Service Advisor experience preferred
- Automotive retail service experience strongly desired
- Knowledge of vehicle maintenance and repair services
- Experience writing repair orders and service recommendations
- ASE Service Consultant Certification a plus
- Tire and automotive service experience preferred
- Bi-lingual skills are a plus
Our top-performing Customer Experience Specialists:
- Create lifelong customer relationships.
- Consistently achieve high customer satisfaction scores.
- Effectively communicate maintenance and repair recommendations.
- Work seamlessly with technicians and store leadership.
- Deliver an experience built on trust, transparency, and professionalism.
- Contribute to team sales growth and operational excellence.
Competitive Benefits
- Competitive hourly pay plus incentive opportunities
- Weekly payroll
- Medical, dental, and vision coverage
- 401(k) and Roth retirement plans
- Paid time off and paid holidays
- Employee Assistance Program
- Ongoing training and professional development
At Hogan Tire, we promote from within whenever possible. Successful Customer Experience Specialists can advance into:
- Senior Customer Experience Specialist
- Assistant Operating Partner
- Store Operating Partner
- Market Experience Leader
- Corporate Operations Leadership
If you're passionate about helping customers, enjoy working in a fast-paced automotive environment, and want to build a long-term career with growth opportunities, we encourage you to apply today.
Hogan Tire is an Equal Opportunity Employer and values diversity at all levels of the organization.