Service Advisor

Summary:

The Service Advisor with Wisconsin Kenworth in Milwaukee acts as the liaison between the customer and Technicians when service is required. The Service Advisor sells and schedules needed service work on commercial trucks and equipment for the dealership service department.

Responsibilities:

• Create a positive initial contact with service customers
• Ensure that all service phone calls are handled professionally and expediently
• Review truck inspections, estimates, and recommend proper maintenance, repair and care
• Provide a complete and accurate written estimate for labor and parts
• Work closely with shop foremen to schedule service repairs
• Perform additional duties as required by the Service Manager
• Perform all required tasks in accordance with company Standard Operating Procedures

Duties:

• Open work orders
• Discuss service issues with customer and create an accurate description of customer's service problems and requests
• Determine method of payment and explain payment requirements to customer before work commences
• Prepare and present customer with quotes for all repairs through effective communication relating to their job orders. Recommend additional service work as needed.
• Maintain knowledge of OEM and vendor warranties
• Close repair orders
• All other duties as assigned

Education, Skills, Experience:

• Ability to sell service work
• Ability to maintain professionalism when multitasking within a fast-paced work environment
• Ability to maintain high-quality customer service when handling difficult customers in a variety of situations
• Excellent writing and communication skills
• Proficient with industry technology and computers

Work Environment, Physical Demands:

• Ability to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basis
• Ability to work in an environment to include 8-12 hours days with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials to include fuel, oil, grease, and cleaning solutions

CSM Job Standards:

Customer Focus: Actively looking for ways to identify customer needs. Then Efficiently and effectively addressing those needs.

Communication - Visual and Verbal: Listening, speaking, and signaling so others can understand. Communicate in spoken English well enough to be understood by others.

Teamwork: Working cooperatively in a professional demeanor to complete work assignments.

Scheduling and Coordinating: Making arrangements that fulfill all requirements as efficiently and economically as possible.

Problem Solving/Decision-making: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.

Adaptability and Lifelong Learning: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.