Primary Functions:

The AAA Service Consultant must be customer service driven, willing to greet customers, answer telephones, set up appointments, order parts and communicate with technician and customers regarding vehicle maintenance.

Essential Responsibilities

  • Provide friendly and professional greeting to customers.
  • Setting, confirming and preparing for appointments with customers to expedite their service experience.
  • Determine automotive problems and service by listening to customer’s description of symptoms, clarifying description of problems, and examining service schedules.
  • Using a consultative selling process to assist customers in recommending needed maintenance based on customer’s situation, vehicle age, mileage and history.
  • Prepares a complete and accurate estimate of pricing for labor and parts.
  • Enter repair orders into service database system; produce repair orders for customers with full transparency including cost and time estimates.
  • Communicate frequently with technicians to ensure timely completion of work.
  • Maintain customer rapport by explaining estimates and expected return of vehicle.
  • Gains superior product knowledge to effectively assist customers with service maintenance requirements and warranty information.
  • Processes customer payments for services; ensure proper balance of monies.
  • Maintain customer satisfaction score in accordance with company standards.
  • Actively looks for member/customer needs across all business lines; introduces members to other departments.
  • Assist manager with inventory count and maintaining of efficient stock level.

Critical Success Factors

  • Qualifications
    • At least 6 months of face to face customer service experience
    • Ability to work flexible work schedule including weekends and holidays as well as a 50 – 55 hour work week
    • Ability to obtain ASE certification within 6 to 24 months based on prior automotive experience
  • Preferred
    • 1 year of experience with automotive and/or truck systems and technical resources


  • Sales Acumen – uses knowledge to promote product/service value
  • Communication – effectively conveys information; demonstrates use of listening skills
  • Taking Initiative – proactively seeks out ways to improve
  • Collaborative Partner– works well with individuals and groups to achieve common goals
  • Delivering Results – achieves excellence in all tasks and goals
  • Customer Focus – anticipates and meets needs of customer

Legal Background Requirements

  • No felony convictions within the past 7 years
  • Valid and unrestricted Driver's License.

Physical Demands

  • This position involves sitting, standing, walking and normal physical mobility, including reaching, grabbing lifting, and carrying typical office equipment, averaging up to approximately 80 pounds in weight. Frequent standing and walking, occasional sitting.
  • Finger and hand dexterity is required for frequent and continuous operation of all office equipment
  • Normal or corrected hearing to the level of ability to receive detailed information orally and to accurately understand normal conversations, both in person and on the telephone
  • Ability to process, express and exchange information orally, in writing, presentations and through online applications
  • Mental and emotional ability to work effectively in a busy environment, interacting with people and dealing with difficult situations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This description is not intended to be a complete statement of the position, but rather to act as a guide to the general work to be performed and responsibilities of the role. The requirements are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.