Automotive Service Administrator III

Job Description

Job Description

Position: Service Administrator III
Pay Rate: $25–$26/hour
Location: W. Morris St., Indianapolis, IN 46241
Schedule: Onsite, Monday–Friday: 7:00 a.m. – 3:30 p.m.
Assignment Length: 18 months Position Summary
Serves as the primary point of contact for customers and Cummins technicians in a diesel sales and service center. The Service Administrator III promotes quality customer service, assists with increasing branch business, and manages service workflow and communications. Key Responsibilities

• Customer Interaction:
  First point of contact for customers, either via phone or in person. Develops positive relationships with key customers.
• Needs Assessment:
  Quickly assesses customer needs and gathers pertinent information.
• Work Order Creation:
  Creates basic work orders in appropriate systems; manages work order statuses and updates.
• Scheduling:
  Schedules service appointments and manages technician schedules.
• Status Updates:
  Provides status updates and maintains communication with customers and technicians.
• Service Documentation:
  Captures and verifies customer, equipment, and technical information. Documents required data in the service management system.
• Electronic Service Tools:
  Utilizes appropriate hardware/software tools for maintaining products or diagnosing/troubleshooting issues; interprets electronic tool results.
• Warranty Processing:
  Analyzes customer issues to verify root cause; determines eligibility for warranty coverage and files claims.
• Technical Escalation:
  Elevates technical issues as needed, ensuring accurate and timely resolution.
• Multitasking:
  Handles multiple tasks in a fast-paced environment while maintaining organization and strong communication.

Qualifications and Competencies

• Customer Service/Communication:
  Develops and delivers clear communications; builds strong customer relationships and solutions.
• Phone Etiquette:
  Professional and courteous communication skills.
• Organization:
  Detail-oriented and adept at managing multiple priorities.
• Conflict Management:
  Handles conflict situations with minimal disruption.
• Directs Work:
  Provides direction to team members and removes obstacles.
• Financial Acumen:
  Interprets key financial indicators for business decisions.
• Instills Trust:
  Consistently demonstrates honesty, integrity, and authenticity.
• Diagnostics Application & Troubleshooting:
  Translates customer complaints into troubleshooting plans; utilizes service tools and software.
• Service Management:
  Documentation and system administration for accurate service records.

Education, Licenses, Certifications

• High school diploma or equivalent
• May require licensing for compliance with export controls or sanctions regulations

Experience

• Significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience (Experience as a service technician or with service scheduling strongly preferred)

Top 3 Skills

1. Customer Service/Communication
2. Phone Etiquette
3. Organization

Additional Notes

• Onsite position; must be able to multitask in a fast-paced environment.
• Knowledge of diesel engines or prior service background preferred.
• Responsible for intake calls, work order management, technician scheduling, and communication.
• Selected candidates will be invited for a 30-minute Zoom interview with the hiring manager.

Apply now to join our team and help deliver quality service to our diesel customers!

 

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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