Customer Service Advisor (CSA)

Customer Service Advisor (CSA)

Perform automotive service and installation activities associated with approved store products and services in an accurate and timely manner. Provide excellent customer service at all times. Interact directly with customers in a professional and helpful manner, providing information and guidance regarding vehicle service.

Jiffy Lube is in the customer service industry and having a "positive attitude" at the service center is essential. Attitude is a state of mind or feeling and is displayed or translated by actions. A "positive attitude" represents the people skills required at Jiffy Lube. Individuals with "positive attitudes" are:

Friendly | Courteous | Enthusiastic | Sincere | Positive | Helpful | Concerned

Major Duties and Responsibilities:

• Make excellent customer service a top priority; exemplifies the behavior.
• Competently perform all authorized services provided by Jiffy Lube.
• Explain benefits of services & products to customers.
• Look up information for various applications.
• Operate point-of-sale computer system.
• Perform multi-point "Signature Service Oil Change": drain oil and change oil filter; inspect vehicle; lubricate vehicle; check/fill various fluids; check/replace various vehicle filters; vacuum vehicle; clean exterior vehicle windows; inflate tires.
• Greet customers.
• Answer phones.
• Ensure all safety protocols are strictly followed at all times.

Expected Outcomes:

• All interactions with customers will be positive, courteous, polite, and respectful.
• All sales will be ethical; the CSA will never sell a customer something they don't need or use pressure or scare tactics to make a sale.
• Every service review will leave the customer either 100% maintained, or 100% informed.
• CSA will meet or exceed the ticket average goal for their service center.

Computer Skills:

• Operate point-of-sale computer system.
• Basic computer skills.

Other Duties:

• Responsible for the condition of the store: Clean the facility, tools, and equipment.
• Maintain the building and all equipment.
• Stock shelves.
• Inflate stocked tires.
• Clean service center windows.
• Other duties as needed.

Minimum Qualifications:

• Valid driver's license.
• Good verbal communication skills; able to read and write in English.
• Excellent customer service skills.
• Basic proficiency in Open Office products.

Physical Requirements:

• Employee must be able to: Work in extreme hot and cold weather.
• Move quickly up and down stairs (8.5-ft. vertical decline, approximately 14 stair steps).
• Work around moving objects, such as vehicles and engines; always follow safety protocols.
• Communicate well with other employees using a command system, due to noisy environment.
• Interact clearly with customers and employees in a noisy environment.
• Bend back at hips, to work under the hood of vehicles.
• Do deep knee bends (squat) to inflate tires.
• Stand on feet for 10-hour shifts.
• Lift minimum 40 pounds, often.
• Raise arms above head.
• Push a broom.
• Mop a floor.