Mark Lauer
Surprise,AZ
Summary
Adept Service Advisor with a proven track record at Arrowhead BMW, enhancing customer satisfaction and retention through expert vehicle assessments and exceptional communication. Skilled in quality control and multitasking, consistently exceed targets by implementing effective service recommendations and warranty claims management, achieving top-tier customer service standards. 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
40
40
years of professional experience
Work History
Service Advisor
Arrowhead BMW
11.2018 - 08.2024
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Advisor
Toyota of Surprise
02.2016 - 11.2018
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Service Advisor
Earnhardt Kia
02.2015 - 02.2016
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Service Advisor
Rodeo Kia
08.2013 - 02.2015
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Quality Control Technician
Safelite Auto Glass
06.1984 - 05.2013
- Helped uncover and fix production problems in order to reduce overall defect rates.
- Developed and implemented quality control processes to meet product standards.
- Proposed corrective actions to address recurring quality issues.
- Collaborated with production staff to improve processes, reduce defects and optimize quality.
Education
Computer Aided Design
Glendale Community College
Glendale, CAHigh School Diploma -
Cactus High School
Glendale, AZ05.1983
Skills
- Customer Service
- Quality Control
- Vehicle assessment
- Data Entry
- Service Estimates
- Customer Retention
- Price Quoting
- Cost Estimation
- Service Recommendations
- Repairs Scheduling
- Handling Customer Complaints
- Tech-Savvy
- Strong Work Ethic
- Attention to Detail
- Service Scheduling
- Technical knowledge
- Mechanical Aptitude
- Warranty Claims Process Management
- Excellent Communication
- Multitasking and Organization
Timeline
Service Advisor
Arrowhead BMW
11.2018 - 08.2024
Service Advisor
Toyota of Surprise
02.2016 - 11.2018
Service Advisor
Earnhardt Kia
02.2015 - 02.2016
Service Advisor
Rodeo Kia
08.2013 - 02.2015
Quality Control Technician
Safelite Auto Glass
06.1984 - 05.2013
Computer Aided Design
Glendale Community College
High School Diploma -
Cactus High School
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