Service Advisor

Job Description

Job Description

SERVICE ADVISOR

Reports to: Service Operations Manager
Status: Regular, Full-Time, Non-Exempt
Location: Fairbanks, AK
EEO Category: Administrative Support Workers

About Us: Aleut Energy is recruiting for a Service Advisor to join our Arctic Home Living team. Arctic Home Living has been selling and servicing hot tubs and water filtration systems in Alaska for decades with locations in Fairbanks, Anchorage and Wasilla. We are an Alaskan Owned & Operated company that prioritizes the safety and well-being of our employees and supports the local communities that support us. Visit us at to learn more!

JOB SUMMARY: The Service Advisor is the primary point of contact for customers in the service department and plays a key role in ensuring an excellent customer experience. This position is responsible for troubleshooting product issues, coordinating service schedules, creating estimates, and processing service-related transactions. The Service Advisor uses strong communication and organizational skills to manage service workflows, support service technicians, and resolve customer concerns efficiently and professionally.

PRIMARY RESPONSIBILITIES

• Champion Aleut Energy values: Integrity, Teamwork, Quality, Innovation, Compassion, and Sustainability.
• Serve as the first point of contact for service inquiries, maintaining a friendly and professional demeanor.
• Maintain timely and clear communication with customers throughout the service process.
• Respond to phone and email inquiries and follow up on open service tickets as needed.
• Address customer concerns with tact, professionalism, and effective problem-solving.
• Provide continuous collaboration between sales and service departments as a conduit of information between multiple work teams.
• Evaluates sales documentation and coordinates with customers to ensure all delivery data is received and completed.
• Schedule and coordinate service appointments to optimize technician efficiency and minimize customer wait times.
• Troubleshoot technical issues with customers using training on hot tubs, spas, and water treatment systems.
• Identify, order, receive, and distribute parts or supplies using available parts database as needed for service calls.
• Create service work orders and estimates using ERP systems while maintaining accurate records.
• Process customer invoices and handle payments accurately.
• Maintain up-to-date customer and service records in appropriate systems.
• Attend company-provided training and participate in meetings.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Aptitude for diagnosing basic technical and mechanical issues and conveying solutions clearly.
• Skilled at managing multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.
• Familiarity with local geography and customer base is preferred.
• Ability to work independently while supporting a team.
• Comfort working with customers in-person, by phone, and by email.
• Proficiency in Microsoft Office, Google Suite, and ERP software.
• Excellent customer service and conflict resolution skills.
• Strong attention to detail and organizational abilities.

MINIMUM QUALIFICATIONS

1. High school diploma or equivalent required.
2. One (1) year of experience in an office setting, or an equivalent combination of experience, education, and training.

PREFERRED QUALIFICATIONS

1. Experience with Alaska Native Corporations.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to occasionally lift up to 30 pounds.
• Frequent use of hands and fingers for keyboarding, writing, and handling documents.
• Ability to move about the office to access filing cabinets, office equipment, and meeting rooms.
• Visual acuity to read and produce documents, spreadsheets, and computer screens.
• Occasional bending, reaching, or standing for short periods as needed.

BENEFITS

• 401K - Employer matching up to 4%.
• 100% Employer paid Dental/Vision for employees and their qualified dependents.
• 100% Paid Employee Life Insurance / Disability.
• Advance your career with exclusive tuition benefits—Aleut employees and subsidiaries enjoy in-state tuition rates plus a 10% discount on University of Alaska Fairbanks online courses and certifications.

PREFERENCE STATEMENT

The Aleut Corporation (“Aleut”) is committed to providing employment and development opportunities for our shareholders and descendants. Aleut shall make employment selections first based on qualifications for the position. Preference shall then be given to eligible and qualified TAC shareholders and descendants in accordance with the Alaska Native Claims Settlement Act, 43 U.S.C. § 1601 et seq., and other applicable laws.

Aleut is an equal opportunity employer. Aleut shall select, train, and promote the most qualified individuals based upon relevant work factors such as work quality, attitude, education, and experience, so as not to discriminate against any employee or applicant on the basis of race, color, sex, sexual orientation, national origin, religion, marital status, changes in marital status, pregnancy, parental status, physical or mental disability, age, status as a disabled veteran, special disabled veteran, Vietnam veteran, and all other eligible veterans, or other classifications protected by applicable law.