Hard Skills
AdvancedCustomer Relationship Management (CRM) SoftwareProficiency in using specialized software to track customer interactions, manage service history, and automate follow-ups.
IntermediateAutomotive Technical LiteracyA fundamental understanding of vehicle mechanics and service procedures to accurately explain repairs to non-technical customers.
AdvancedOperational KPI ManagementAnalyzing and acting upon key performance indicators such as Net Promoter Score (NPS), average handle time, and service cycle time.
Soft Skills
AdvancedConflict De-escalationThe ability to remain calm and use communication techniques to resolve intense customer disputes regarding vehicle repairs or pricing.
IntermediatePerformance CoachingMentoring and providing constructive feedback to service advisors and front-desk staff to improve service delivery quality.