Service Advisor

Service Advisor

The Service Advisor works proactively to ensure the daily operation of the service reception, and that other service needs and expectations are met, from customer inquiry through the completion of the invoice and follow-up. This work contributes to an optimized utilization of the service shop and long profitable relations with the customer.

An integral and vital part of the customer service experience is the manner in which service personnel interact with our customers. This position is crucial to achieve the highest customer satisfaction by performing his/her duties in accordance with current OEM practices and our company's and procedures.

Accountabilities:

• This position is responsible for the receipt and flow of all incoming work, communication with customers and constant communication with all other internal departments.
• Greet customers in a timely, friendly manner and obtain all specific vehicle/customer information required for proper repairs, contacting customer and invoicing.
• Write up customers' vehicle issues and concerns or maintenance requirements accurately and clearly.
• Obtain customer signature on the repair order and provide customer a copy of the repair order.
• Must be able to understand, communicate, and evaluate all vendors and Int'l. Warranty guidelines, approval processes and policies during the write up and repair process.
• Establish customers' method of payment, Purchase Order requirements and estimate requirements if needed at time of write up.
• Investigate progress of vehicle repairs and contact customer with status changes/promise time if required.
• Ensure vehicles are parked in assigned areas, trucks are locked, and keys are tagged and properly stored.
• Explain completed work and charges to the customer.
• Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.
• Have the ability to utilize Service Portal at the time of write up.

Required Qualifications:

• High degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct his/herself in a professional manner.
• Have the ability to work other shifts for coverage of sick days or vacation relief.

Preferred Qualifications:

• Microsoft programs and applications would be useful in this role.
• Good organizational skills
• Working knowledge of International and supplier/vendors warranty policies.
• The knowledge and understanding to communicate service maintenance requirements i.e. Oil change interval, axle lube changes, required adjustments etc.

Performance Goals:

• Gross Service Sales
• CSP Customer Response:
• Helpfulness of the Service Advisor
• Courteous Treatment by the service staff
• Explanation of Service Charges
• Accuracy of job write up by service advisor.
• Service Advisors concern about vehicle downtime.

General Knowledge and Skills You Need:

• Apply business acumen to understand operational processes and drive improved service performance and profitability.
• Maintain up-to-date product knowledge of International and IC Bus products and services to effectively support customer needs and business processes.
• Uphold safety and health standards by following policies and procedures to ensure a safe, compliant, and sustainable work environment for all employees.
• Utilize software and information technology effectively to perform daily tasks and support service operations.
• Communicate openly and respectfully with all stakeholders, fostering two-way dialogue, building consensus, and promoting clear, honest interactions.
• Deliver exceptional service by maintaining strong client relationships and consistently meeting the needs of internal and external customers.
• Take initiative and drive solutions by addressing issues proactively and seizing opportunities.
• Plan and prioritize effectively to achieve organizational goals through efficient resource allocation.
• Identify and resolve issues efficiently, escalating complex problems as needed.
• Collaborate proactively to support a cohesive work environment and achieve shared goals.

Desired Education & Experience:

• High school education or equivalent
• Relevant work experiences in a dealership position recommended
• Further education in a relevant field

This is not necessarily a list of all the duties, responsibilities and requirements associated with this position. While the accountabilities noted herein are intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties as circumstances dictate. We are an Equal Opportunity Employer.