SERVICE ADVISOR
Worldwide Equipment Enterprises, Inc.
POSITION SUMMARY The Service Advisor acts as an advocate for the customer, playing a key role in ensuring a positive experience for the customer through effective communication throughout the service process, meeting or exceeding their expectations.
ESSENTIAL DUTIES and RESPONSIBILITIES
ESSENTIAL DUTIES and RESPONSIBILITIES
- Serves as the point of contact for the customer in the Service process, identifying the needs of the customer and establishing shared expectations for work to be performed
- Establishes the repair order accurately, including details around specific services to be performed and payment for each component of the repair order.
- Completes and communicates repair estimates to customers and receives approvals for repairs in advance.
- Keeps the customer informed throughout the Service process, providing regular updates to clarify progress, status, and costs, avoiding any surprises or misunderstandings.
- Maintains ongoing communication with Service Department team members to maintain awareness of progress, status, and any unplanned issues that may affect completion of the repair order.
- Receives and processes payments prior to release of the vehicle to the customer.
- Reviews all warranty repairs to ensure all requirements for filing a warranty claim are collected
- Contacts customers to follow up on work performed and/or ask for business, scheduling work into the shop to help maintain efficient operations
- Maintains the professional appearance of the Service Desk area and demonstrates positive, professional behavior at all times in person or on the phone with customers and co-workers.
- Demonstrates safe working habits at all times.
- Performs other related duties as assigned by management.
- High school diploma or general education degree (GED); additional related education/training is a plus.
- 1 year of related experience, demonstrating some or all of the key functions of the role, including direct contact with customers both in person and over the phone.
- Effective communication/listening skills and the ability to work well with others at a variety of levels.
- Excellent customer service skills, including active listening, tact/diplomacy, empathy, and the ability to respond to customer complaints effectively.
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.) and a demonstrated ability to learn/navigate other systems.
- Knowledge of administrative responsibilities, systems, and procedures, with hands-on experience with office equipment.
- Ability to read, analyze, and interpret business documents
- Excellent time management skills, understanding that establishing priorities and meeting customers' expectations involves balancing service work appropriately.
- Ability to multi-task and prioritize workload
- Attention to details and problem-solving skills
- Positive attitude and strong organizational skills
Vacancy posted 1 day ago
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