Service Advisor

Overview The Service Advisor is responsible for managing and maintaining all work orders in the Retail, warranty, and Internal service departments. The position oversees all service operations for Exede and advises as needed. The advisor distributes jobs to internal service writers, assists the Retail department, and serves as the main line of communication to sales staff regarding progress on deals. They also assist with warranty claims and ensure claims are processed correctly. The role requires awareness of service department policies, procedures, and correct procedures for opening and closing work orders. It works under minimal supervision. Core Values Solving Problems: Trust what you know. Work together to find solutions. See every angle and figure it out. Setting the Tone: Establish the mood that puts others at ease. Be approachable and transparent. Drive Forward: Keep your eyes up to see what’s ahead. Imagine better methods. Seize opportunities. Move the business and the market meaningfully. Find Balance: Match your energy at work to your energy with family, friends, and community. Decide and align your priorities. Pour into yourself and those around you. Own It: Take the extra step. Fix issues when they come up. Care from start to finish. Do the right thing every time. What You Will Gain Competitive benefits including health insurance, paid holidays, and vacation pay. Continuous training to provide you the opportunity to develop your full potential and be a true business partner. Access to an expansive network of mentors and networking opportunities. Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service. Responsibilities Manage day-to-day workflow in Exede for Internal and Retail departments. Assign service writers work orders as needed. Assist service writers with warranty claims and confirm payment responsibility. Scan work orders for “red flags” and assist service writers as needed. Review work orders to ensure correct status. Work with operations manager to maintain an accurate production schedule. Provide additional training to service writers as needed. Coordinate and manage work orders for all special projects. Attend all Production and BFO (Big Fleet Order) meetings. Communicate with customers to provide updates on escalated concerns and projects. Assist with managing overall workload for service writers. Handle overload work orders from other service writers. Maintain positive relationships with vendors, customers, and manufacturers; coordinate replacement part orders for timely receipt. Understand work orders assigned to service writers and fill in when needed. Hold service writers accountable for securing pay type before work is complete. Achieve a high closure rate on service tickets in the system. Communicate warranty issue details with manufacturers to expedite approvals. Interpret technical instructions to reach a favorable outcome. Obtain prior approvals for warranty claims. Maintain open communication with repair facilities, obtaining estimates and pre-approvals for vendors. Aid in development and implementation of processes to improve warranty department success. Effectively resolve escalated customer concerns. Challenge manufacturers for mutually favorable decisions as required. Assist in training others. Perform all other duties as assigned. Qualifications High school diploma or equivalent and five years of service office experience. A passing grade on the ASE C1R test. Four or more years of work experience specifically related to service writing/warranty or customer service. Willingness and ability to work as a team player. Strong verbal and written communication skills. Strong interpersonal skills. General knowledge of office practices and procedures. Self‑starter, highly motivated, and exhibits great initiative. Computer skills (Word, Excel). Good typing skills. Physical Requirements Work performed in an office environment and outside areas. Frequent kneeling, stooping, squatting, crawling, and climbing may be required. Good manual dexterity required. Ability to lift, push, and pull a minimum of 50 pounds. Pay Range $25 - $30 an hour #J-18808-Ljbffr Model 1 Commercial Vehicles