Service Advisor

Employee Type Non Exempt FT Required Degree High school Manage Others No Contact information Name Human Resources Description Midwest Star Group is a family of companies providing a diverse range of services across the transportation and automotive industries. Our businesses include towing and recovery, automotive and diesel repair, truck and trailer repair, equipment sales and builds, transportation, and vehicle detailing. While each company has its own specialty, we share a commitment to quality work, dependable service, and keeping our customers moving. This position is with Eau Claire Truck & Trailer in Eau Claire, Wisconsin , part of the Midwest Star Group family of companies. Eau Claire Truck & Trailer provides repair, maintenance, and service support for commercial trucks, trailers, fleets, and other transportation equipment. Eau Claire Truck & Trailer is looking for a dependable, organized, and customer-focused Service Advisor to serve as the connection between our customers and service team. This position plays an important role in keeping work moving efficiently through the shop. The Service Advisor works directly with customers to understand their repair and maintenance needs, coordinates with technicians and parts personnel, maintains accurate work orders, communicates repair status and approvals, and follows jobs through completion and invoicing. For our customers, vehicle downtime directly impacts their ability to do business. The right person understands the importance of urgency, communication, organization, and follow-through and takes ownership of making sure customers know what is happening with their equipment. Customer Service & Communication Serve as a primary point of contact for customers needing truck and trailer service or repair. Answer incoming service calls and gather accurate information regarding customer concerns, symptoms, and requested repairs. Ask the right questions to help identify service needs and provide technicians with clear information. Schedule and coordinate repair work based on customer needs, technician availability, shop capacity, and repair priority. Provide customers with timely updates regarding diagnostics, estimates, repair status, approvals, parts delays, and anticipated completion. Obtain customer authorization for repairs and additional work when required. Build and maintain strong relationships with fleet customers, owner-operators, vendors, and other customers. Professionally resolve customer questions and concerns and involve management when appropriate. Create accurate and complete repair orders in Shopmonkey. Clearly document customer concerns, requested repairs, approvals, and other information technicians need to complete the work. Work closely with technicians and parts personnel to keep jobs moving efficiently through the shop. Update repair orders as inspections, diagnostics, parts, and repairs progress. Monitor open repair orders and proactively identify missing information or potential delays. Help prioritize work based on safety, customer needs, vehicle downtime, technician availability, parts availability, and management direction. Coordinate outside services and vendor repairs when needed. Maintain accurate customer, vehicle, and equipment information within Shopmonkey. Ensure technician notes, labor, parts, outside services, shop supplies, customer approvals, and applicable charges are properly documented. Review completed repair orders for accuracy and completeness before invoicing. Follow up with technicians and management regarding missing labor entries, technician notes, parts, approvals, or other documentation. Help ensure completed work is invoiced and closed promptly rather than remaining unnecessarily open. Assist with invoice questions, corrections, and customer communication as needed. Maintain organized and accurate service records. Develop strong working relationships with technicians, parts personnel, management, and other team members. Participate in daily shop communication regarding workload, scheduling, customer needs, parts, and repair status. Support consistent use of Shopmonkey and other company systems. Identify opportunities to improve customer communication, shop workflow, documentation accuracy, and billing efficiency. Assist with implementation of new processes, procedures, and technology. Maintain a professional, organized, and customer-ready service area. Requirements Previous experience in customer service, service advising, service writing, automotive or truck repair, fleet maintenance, transportation, or a related environment preferred. Strong customer-service and communication skills. Ability to communicate effectively with both customers and technicians. Strong organizational skills with the ability to manage multiple active repair orders, customers, and priorities at the same time. Strong attention to detail, particularly with repair orders, documentation, approvals, labor, parts, and billing. Ability to ask effective questions and gather information needed to accurately document customer concerns. Comfortable working in a fast-paced repair environment where priorities can change throughout the day. Basic computer proficiency and ability to learn Shopmonkey and other company systems. Strong sense of urgency, ownership, and follow-through. Dependable, professional, and able to work effectively as part of a team. Preferred Qualifications Previous Service Advisor or Service Writer experience. General mechanical knowledge of commercial trucks, trailers, diesel equipment, automotive repair, or fleet maintenance. Previous experience working with technicians, mechanics, or parts personnel. Experience creating and managing repair orders from initial customer concern through final invoice. Experience with Shopmonkey or similar shop-management/service software. Experience supporting commercial fleet customers or owner-operators. Familiarity with repair estimates, labor, parts, customer authorizations, and service invoicing. Summary Midwest Star Group offers a comprehensive benefits package designed to support employees and their families, including: Medical, dental, and vision coverage with the company contributing 70% toward premiums. Kavira supplemental healthcare coverage provided at no cost for employees and their families. Company-paid basic Life and AD&D insurance with $25,000 in coverage. Voluntary Life and AD&D options. Voluntary short-term disability, long-term disability, accident, and critical illness coverage. LegalShield and pet insurance options. Retirement plan with a 3% company match. Paid time off beginning to accrue on your first day of employment. Six paid holidays each year. Midwest Star Group and its affiliated companies are equal opportunity employers. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. #J-18808-Ljbffr Entertimeonline