Service Advisor

Customer Service Representative

Location: Mishawaka, Indiana

Pay: $23-25/hour

Schedule: 8:00 AM4:30 PM

Long term contract to hire

Position Overview

The Customer Service Representative serves as a primary point of contact for customers, providing support by phone and at the branch location. This position is responsible for handling incoming customer inquiries, assessing service needs, creating work orders, providing service updates, and processing payments.

The ideal candidate will have strong customer service and interpersonal skills, solid computer proficiency, and enough automotive or technical knowledge to understand customer concerns and communicate effectively with the service team.

Key Responsibilities

• Serve as a first point of contact for customers by phone and in person.
• Handle incoming customer calls and respond to questions regarding service needs.
• Build positive, professional relationships with customers.
• Assess customer needs and gather accurate information regarding equipment or service concerns.
• Create and maintain work orders within the appropriate service management systems.
• Provide customers with updates regarding work status, timelines, and service activities.
• Process customer payments and maintain accurate transaction records.
• Create and verify customer, equipment, and service information.
• Accurately document customer concerns, service requests, and completed work within business systems.
• Translate customer-reported concerns into clear information that can be used by service and technical personnel.
• Assist with warranty-related documentation and processes as needed.
• Escalate technical or service issues to the appropriate team members when additional expertise is required.
• Maintain clear communication between customers, technicians, and other branch personnel.
• Support a positive customer experience throughout the service process.

Required Qualifications

• High school diploma or equivalent.
• Minimum of 1 year of relevant customer service, automotive, technical service, or related experience.
• Strong customer service and interpersonal skills.
• Intermediate computer skills and ability to learn service management systems.
• Strong verbal and written communication skills.
• Ability to communicate effectively with customers and internal team members.
• Strong attention to detail and organizational skills.
• Ability to manage customer concerns and conflict professionally.
• Basic automotive, mechanical, or technical knowledge.
• Ability to accurately document information and manage multiple customer requests in a fast-paced environment.

Preferred Qualifications

• Previous experience in an automotive, diesel, equipment, dealership, repair, or technical service environment.
• Experience creating service work orders.
• Familiarity with warranty or service-claim processes.
• Experience processing customer payments.
• Familiarity with electronic service or diagnostic tools.