Service Advisor

Job Description

Job Description

Job Summary

Whiteford Kenworth is seeking a customer-focused and detail-oriented Service Advisor to serve as the primary liaison between customers and our service department. This role is responsible for coordinating repairs and maintenance for heavy-duty trucks, communicating with customers throughout the repair process, and ensuring an exceptional service experience from vehicle check-in to service completion.

The ideal candidate possesses strong communication and organizational skills, a commitment to customer service, and the ability to effectively manage multiple priorities in a fast-paced environment. Success in this position requires professionalism, problem-solving skills, and the ability to build trust with customers while working closely with technicians, parts department personnel, and management.

• Greet customers promptly and professionally in person, by telephone, and through electronic communication
• Listen to customer concerns and accurately document vehicle issues, symptoms, and service requests
• Create detailed repair orders that clearly communicate customer concerns and repair requirements to technicians
• Schedule service appointments and assist with workflow coordination to maximize efficiency and customer satisfaction
• Communicate repair recommendations, estimated costs, timelines, and any changes to the scope of work while obtaining proper customer authorization
• Monitor repair progress and provide timely updates to customers throughout the service process
• Collaborate with technicians and parts personnel to ensure repairs are completed accurately and efficiently
• Process warranty, policy, and customer-pay repair orders according to company and manufacturer requirements
• Establish methods of payment and assist with obtaining credit approval when necessary
• Review completed repairs with customers and address any questions or concerns
• Follow up with customers to ensure satisfaction and resolve service-related issues promptly and professionally
• Maintain accurate records of customer interactions, vehicle history, repair documentation, and service transactions
• Uphold company standards for customer service, professionalism, appearance, and business practices
• Comply with all company policies, procedures, and safety requirements
• Maintain a clean, organized, and professional work environment
• Ability to maintain regular attendance and work scheduled hours necessary to meet customer and business needs
• Perform other duties and responsibilities as assigned

• Comprehensive medical, dental, and vision insurance
• Company-paid group life and AD&D insurance
• Short-term disability, life insurance, and other voluntary benefit options
• 401(k) with company match
• Annual paid time off (PTO)
• Safety boot reimbursement
• Professional work environment focused on safety, quality, and teamwork
• Family-oriented culture built on collaboration, respect, and pride in workmanship

• Previous Service Advisor, Service Writer, customer service, or related experience required
• Heavy-duty truck, automotive, dealership, transportation, fleet, or service industry experience preferred
• Excellent customer service and relationship-building skills
• Strong verbal and written communication abilities
• Strong organizational and time-management skills with the ability to manage multiple priorities
• Ability to work effectively in a fast-paced environment while maintaining attention to detail
• Strong computer proficiency and ability to learn dealership management systems and service software
• Problem-solving skills and the ability to make sound decisions while maintaining a positive customer experience
• Professional appearance and demeanor
• Team-oriented, self-motivated, and dependable

• Regularly stand, walk, bend, reach, and use hands and fingers to operate computers, telephones, office equipment, and dealership software systems
• Ability to sit for extended periods while managing repair orders, communicating with customers, and performing administrative responsibilities
• Frequently move throughout the dealership, customer areas, and service department
• Must possess sufficient visual acuity to read computer screens, repair orders, technical information, invoices, and other written documents
• Must possess sufficient hearing and verbal communication skills to effectively communicate with customers, technicians, vendors, and coworkers in person, by telephone, and electronically
• Occasionally lift, carry, push, or pull materials weighing up to 25 pounds
• Ability to frequently enter active shop areas and navigate around heavy-duty vehicles, equipment, and repair operations
• Ability to work in both office and shop environments with occasional exposure to noise, dirt, dust, grease, fumes, and varying temperatures commonly found in truck dealership operations

Since 1929, Whiteford Kenworth has proudly supported customers across the transportation industry with trusted solutions and dependable service. Built on a legacy of reliability and customer-focused values, we are committed to delivering an exceptional experience at every touchpoint. From truck sales and leasing to maintenance, repair, parts, and body shop services, our experienced team is dedicated to providing comprehensive, high-quality support. We take pride in helping keep our customers on the road with confidence through every stage of their operation.

We provide equal opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

The work environment and physical demands described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations will be considered in accordance with applicable law.