Front Desk Customer Service & Sales Specialist at Mechanic on the Go

Job Overview:

The Front Desk Customer Service & Sales Specialist will be the face of the auto repair company, responsible for engaging and persuading customers to invest in necessary repairs at competitive prices. This individual will handle all front desk duties, from greeting customers to providing updates throughout the repair process. The ideal candidate excels at customer service and sales, using their persuasive communication skills to build trust, guide customers through repair decisions, and ensure they feel confident in paying for premium services.

Key Responsibilities:

Customer Engagement & Sales:

• Greet all customers warmly and professionally as they enter the auto repair shop, creating a welcoming and trustworthy first impression.
• Convince and seduce customers to invest in recommended repairs, effectively communicating the benefits of the services provided.
• Use persuasive selling techniques to guide customers through the repair process, making them feel comfortable and confident in their decision to pay for services at any price.
• Present repair quotes clearly and confidently, justifying costs and explaining why premium repairs are necessary for safety and vehicle longevity.
• Ensure customers understand the value of high-quality service and parts, upselling where appropriate to maximize revenue.

Customer Service & Communication:

• Act as the main point of contact for customers, providing regular updates throughout the repair process—from the initial diagnosis to job completion.
• Proactively communicate repair progress, estimated completion times, and any unexpected findings or additional costs, ensuring customers are well-informed and reassured.
• Handle customer inquiries, concerns, or complaints with professionalism, resolving issues promptly to maintain a high level of satisfaction.
• Manage customer expectations by setting clear timelines and explaining repair complexities when necessary.

Front Desk Management:

• Answer phone calls, schedule appointments, and manage customer walk-ins efficiently.
• Maintain a clean, organized, and welcoming front desk area that reflects the professionalism of the company.
• Keep detailed records of customer interactions, vehicle histories, repair quotes, and invoices.
• Process payments accurately and manage any billing inquiries or concerns.

Reporting & Collaboration:

• Work closely with mechanics and the repair team to ensure all customer requests and repair needs are clearly communicated and understood.
• Track sales performance, customer feedback, and customer satisfaction, reporting to management on successes and areas for improvement.
• Collaborate with the CEO and management team to refine sales strategies and improve overall customer experience.

Qualifications:

• Proven experience in customer service and sales, preferably in the auto repair or automotive industry.
• MUST RESIDE AROUND IKEJA 
• Exceptional persuasive communication skills, with the ability to make customers feel confident and secure in paying for premium repairs.
• Strong problem-solving skills and the ability to handle objections effectively.
• Familiarity with automotive terminology and repair processes is a plus.
• Proficiency in using CRM systems, point-of-sale systems, and other front desk software.

Skills and Competencies:

• Excellent interpersonal and customer relationship management skills.
• Strong sales instincts with the ability to upsell and close deals in a service-based environment.
• Ability to multitask and prioritize in a fast-paced setting.
• Professional demeanor, patience, and the ability to build trust with customers.
• Highly organized and detail-oriented, with excellent time management skills.

Preferred Qualifications:

• Experience working in an automotive service center or similar environment.
• Background in high-end or premium service sales, with a proven track record of converting customer inquiries into profitable sales.
• Highly organized and detail-oriented, with excellent time management skills.