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 vehicle 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 
• Follow correct repair order documentation procedures 
• 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: 

• Education and / or relevant work experience from the automotive industry 
• 4+ years providing excellent customer experience  
• Excellent interpersonal skills  
• Empathic 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