Service Administrator III - Automotive

Service Administrator III - Automotive

Position Title: Service Administrator III Location: Simmons Drive, Cloverdale, VA 24077 Pay Rate: $35$45/hourly Schedule: Onsite | MondayFriday | 7:30 AM 4:30 PM (Potential Overtime)

Job Summary The Service Administrator serves as the first point of contact for customers, promoting exceptional customer service and supporting branch business growth. In this onsite position, you will be welcoming customers to the service shop, handling inbound service inquiries, creating and invoicing work orders, and assisting both service and parts teams as needed.

Key Responsibilities

• Act as the first point of contact for customers via phone and in-person, delivering quality service and developing positive relationships.
• Assess customer needs, gather relevant information, and create basic work orders using appropriate systems.
• Provide status updates to customers regarding service events as requested.
• Open and complete work orders for service events, invoice completed work orders.
• Support the parts team during vacation periods or staffing shortages.
• Deliver prompt and courteous service, ensuring all interactions meet expectations for professionalism and accuracy.
• Ensure proper documentation of customer, equipment, and technical information in business systems.
• Translate customer complaints, troubleshoot issues using electronic service tools and procedures, and document repair validation and historical data.
• File warranty claims, analyze failures, communicate eligibility, and process accurate documentation for settlements.
• Utilize a suite of hardware and software tools for diagnostics, repairs, and data management. Escalate complex technical issues as necessary, ensuring seamless response and resolution.

Qualifications & Competencies

• High school diploma or equivalent required; additional education or experience strongly preferred.
• Prior significant relevant experience or specialized industry skills (automotive preferred).
• Demonstrated excellence in customer service, especially within a service or automotive setting.
• Strong parts knowledge and inventory familiarity.
• Proficient with computers and electronic service tools.
• Outstanding verbal and written communication skills, adaptable for various audiences.
• Conflict management and problem-solving abilities.
• Customer-focused mindset and ability to build strong relationships.
• Directs work effectively by delegating and removing obstacles.
• Financial acumen for interpreting key indicators and making business decisions.
• Maintains trust through honesty, integrity, and authenticity.

Top 3 Skills

1. Customer service excellence (automotive industry experience highly preferred)
2. Previous knowledge of automotive parts
3. Strong computer proficiency

Additional Details

• Onsite role based in Cloverdale, VA.
• Must be comfortable with a fast-paced, customer-focused environment.
• Flexibility for possible overtime based on business needs.