Brooke Owens
Colorado Springs,CO
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
7
7
years of professional experience
Work History
Service Advisor
4Rivers Equipment
08.2022 - 03.2024
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper machine maintenance, fostering long-term relationships built on trust and loyalty.
- Managed shop and field technicians, creating schedules and coordinated daily tasks for technicians
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Interpreted diagnostic results to provide accurate repair recommendations.
Service Advisor
Phil Long Hyundai Of Motor City
01.2020 - 06.2022
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Informed customers on surveys at the end of their service to meet survey goals
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Suggested additional services to customers in order to meet upsell goals.
- Interpreted diagnostic results to provide accurate repair recommendations.
BDC Consultant
Heuberger Motors
07.2017 - 11.2019
- Collected and maintained correct customer information in the system
- Called customers and scheduled warranty repairs
- Met and exceeded daily call and appointment goals
- Excellent communication skills, both verbal and written
- Proficient in using CRM software and ticketing systems
- Ability to multitask and prioritize in a fast-paced environment
- Strong empathy and active listening skills
- Detail-oriented with a focus on accuracy and efficiency
- Conflict resolution and negotiation skills
- Adaptability and flexibility to changing customer needs and situations
- Team player with a positive attitude and a willingness to learn and grow
Education
No Degree - Prerequisites
Pikes Peak Community College
Colorado Springs, CO04.2020
Skills
- Team player mentality
- Complaint resolution
- Goal-oriented mindset
- Service Upselling
- Professional telephone demeanor
Timeline
Service Advisor
4Rivers Equipment
08.2022 - 03.2024
Service Advisor
Phil Long Hyundai Of Motor City
01.2020 - 06.2022
BDC Consultant
Heuberger Motors
07.2017 - 11.2019
No Degree - Prerequisites
Pikes Peak Community College
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