SERVICE ADVISOR

Job Title

To be successful in this position this person must become the advocate for the customer, focusing on the customer's experience. Ensures that the customer feels a sense of urgency when WE communicate and how WE communicate, that urgency MUST be felt by the customer when they arrive and throughout the repair process. Utilizes listening and observation skills to customize the WE experience the customer receives. Clearly communicates to the customer what to expect from our services and works to exceed the agreed upon expectations. Goes beyond to communicate the repair progress to the customer along with what they should expect to pay and when they should expect the services to be completed. When this situation changes, this position MUST update the customer expeditiously.

Essential Duties and Responsibilities

• Communicates effectively with all business contacts

• Maintains a professional appearance, safe working habits, and compliance with all company policies.

• Maintains a positive attitude and manages stress to ensure a calm, cool and collected image.

• Is the first point of contact for our customers and is responsible for:

• Interviewing the customer to get as much information about the repairs needed.
• Identifies, and communicates to the customer prior to opening any repair order; who is responsible for paying for the repairs. On ALL internal repair orders an LPO must be received prior to opening the RO
• Opening repair orders in a complete manner with all needed documentation.
• Completes and communicates repair estimates to customers and gets approvals for repairs.
• Updates the customer on their repairs as promised or 2 times daily
• Ensures that the complaint, cause and corrections on each repair order is complete and written in the simplest context so anyone could understand what was completed.
• Receives payment Cash, Check or PO prior to the truck leaving.
• Reviews all warranty repairs and double checks that all requirements for filing a warranty is present ECM images, parts tagged, forms filled out, etc.….

• Must maintain an empathetic view of our customers distress; works to create customized repair strategies to minimize our customer's downtime and creates the best value for their overall spend.

• Invoices Repair orders and keeps the Repair Cycle Time days to invoice within company standards

• Contacts customers and asks for business and schedules work into the shop

• Foster teamwork within the department and with all other departments.

• Strives to learn and develop the skills needed to take on increasing responsibilities.

• Other duties as assigned by supervisor

Supervisory Responsibilities / Organizational Structure

Reports directly to the Assistant Service Manager when applicable otherwise to the Service Manager

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

• High school diploma or general education degree GED; • Four years related experience and/or training; or equivalent combination of education and experience.

Required Skills

• Effective communicator with all levels of daily business contacts

• Must have the soft skills needed to engage with ALL customers and communicate effectively

• "Can Do, make it happen" attitude coupled with a high-energy level with a contagious optimism for the service business

• Ability to read, analyze, and interpret the most complex documents.

• Ability to respond effectively to the most sensitive inquiries or complaints.

Physical Demands

Position requires extended periods of standing, walking, stooping and lifting. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WE ARE AN AT-WILL, EQUAL OPPORTUNITY EMPLOYER

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.