WOMEN IN AUTO

ERICA PEREZ

Erica Perez represents something people don’t usually see just every day: She’s a master certified automotive service consultant with more than 19 years of experience, working in what’s normally a maledominated occupation.

And according to her management team at North Park Lexus in San Antonio, she’s among the best of the best.

Perez joined North Park Lexus in the Service Department in 2007 and is one of the welcoming faces greeting Lexus guests as they bring their vehicles in for service.

She loves her job, she said, adding, “I absolutely feel like I’ve found my niche.”

Since joining North Park as the dealership’s first female service advisor, Perez has earned her role as “one of the top-producing service consultants” at North Park, with “superior customer-satisfaction scores in the organization,” she noted.

Perez also paved the way for other women to follow her. Since she joined the service staff, three other women have also become service advisors at North Park Lexus. She encourages other women to look into service positions such as hers.

Here are her comments on her automotive career and the successes she has enjoyed so far:

Q.: What is your role in automotive industry? A.: I am a service consultant at North Park Lexus of San Antonio and have been here since 2007.

Q.: How long have you been in the industry? A.: I started in the auto industry in December 2003 at a different local luxury dealership shortly after graduating from UT Austin with a degree in psychology and a minor in Spanish.

Q.: Why did you choose the auto industry? A.: I’d recently graduated from college and was looking to start my professional career.

Q.: How did you get your first job in the industry? A.:

A family friend recommended the car business. I had never even considered it.

Q.: Is your current job your first in the industry or have you had other roles? A.:

I started as a cashier and was quickly promoted to office manager/backup warranty administrator, and then to service consultant.

Q: What’s your overall view of working in the auto industry? A.:

The industry is fast-paced, demanding and 24/7. Folks are very dependent on their vehicles, and thus expect quick, accurate and cost-effective recommendations and service. Most customers do not have time to waste, so efficiency, courtesy and accuracy are of utmost importance.

Q.: What other auto industry jobs would you be interested in?

A.: None, I absolutely feel like I’ve found my niche.

Q.: What is your typical day like at work? A.:

I arrive around 7:15 a.m. and prep for the day by reviewing pending repair work and the day’s scheduled appointments. Doors open promptly at 7:30 a.m., and then its nonstop appointments, service emergencies, technical questions, vehicle advice and technology tutorials via phone, text message and email until 6 p.m.

Q.: Have you experienced any particular challenges as a woman working in a maledominated industry? A.:

Upon first applying for a position in the auto industry at a different local luxury dealership, I was told by the interviewer that he couldn’t see a 22-year-old blonde selling $60,000 cars to 70 yearold men, but that I might be able to make it in the service department in an office position.

I was very discouraged. As a recent college grad from a flagship university, I felt I was deserving of an opportunity.

Nevertheless, I knew I needed to get my foot in the door, so I accepted the service department position.

Fast forward 19 years and I’m one of the top-producing service consultants with superior customer-satisfaction scores in the organization. In fact, I was the first female service advisor at North Park Lexus. Now there are four of us.

Q.: What advice do you have for other women contemplating a career in the auto industry? A.:

Some positions in the auto industry, service in particular, do not require automobile knowledge.

Do not be apprehensive about a position in the auto industry because you don’t think you know enough about cars.

It’s all about people, knowing what makes them tick, knowing their “hot-buttons.” If you can read people and be responsive, concise and detailoriented, this position is for you.

The knowledge you gain about cars is just an added bonus of being in the industry.

Q.: Would you recommend a position like yours to other women? A.:

Absolutely yes! So many customers, especially women, say they feel so much more comfortable having a female service consultant, because often our approach to challenging situations is different from that of our male counterparts.

Women like to have a full scope of the situation at hand and want to look at all solutions before choosing one. Men, on the other hand, might often just jump into “fix-it mode.”