Service Advisor

The Service Writer is the first line of customer engagement within our busy Service department. The Service Writer greets in-person and remote customers, records repair needs and operating complaints, documents information, and performs a preliminary inspection of the equipment to start the assessment process. This customer-facing role acts as a liaison between the customer and the Service department providing ongoing updates throughout the assessment and repair process. Our Service Writers are skilled customer service pros that make all customers feel welcomed and a top priority even in a fast-paced setting that requires a calm demeanor and steady work ethic.

CORE RESPONSIBILITIES:

• Greet customers upon arrival to our Service department and render assistance.
• Create repair orders and schedule appointments using Procede, tablet devices, and other provided resources to thoroughly document customer complaints, repair type, and customer information.
• Interview drivers to clarify complaint(s), conduct initial vehicle inspection, reiterate issues, and confirm all topics of concern for the RO.
• Confirm account payment status, recalls, vehicle repair history, and warranty coverage.
• Maintain open communication with customers throughout the repair process.
• Create sublet purchase orders for towing charges.
• Obtain initial approvals to begin the repair assessment process and notify Service Dispatcher that the vehicle is ready for assessment.
• Inform customers of dealership amenities and arrange for shuttling of waiting customers with Dispatch team.
• Collaborate with Dispatch department to pick up and deliver vehicles for Service work when requested.
• Monitor customer satisfaction reports and take proactive action to address opportunities for improvement to maintain a high level of customer satisfaction with TCI, our products, and services.
• Possess positive customer service skills to effectively communicate the scope of repairs performed, answer questions with a solutions-focused attitude, and guide them through our Service workflow process.
• Execute all transactions accurately, thoroughly, and promptly per TCI policies, including signatures, credit card verification, and customer identity.
• Read OEM Service bulletins to stay informed about our product lines, potential recalls, part failures, or industry trends.
• Attend OEM- and vendor-sponsored training provided by Truck Centers, Inc. to remain current on factory technical bulletins, product updates, and/or certifications.
• Complete additional tasks and projects as assigned in an organized, timely manner.

Candidates must be able to pass a pre-employment background check, physical, and drug screen. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in the work environment.

• High school diploma or GED
• Minimum of 1 year mechanical, trucking, or dealer service experience; 2+ years preferred
• Knowledge of Service department operations, trucks, and truck parts
• Mechanical aptitude or truck repair experience is highly preferred
• Freightliner dealership experience and CIC Level I or II training are strongly preferred
• Demonstrated customer service and interpersonal communications skills, even in times of stress
• Strong organization and time management skills that reflect the ability to perform and prioritize multiple projects seamlessly with excellent attention to detail and a solution-focused outlook
• Knowledge of computer operations, tablets, data entry, and MS Office with 30wpm typing capability; Proceed software experience is a plus
• Resourceful, collaborative team player with the ability to also thrive independently
• Strong personal conviction of producing quality work, being an integrated team player, and commitment to company values

Truck Centers, Inc. is an equal opportunity employer (EOE).  All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, disability, or protected veteran status.

We believe in the Hire to Retire philosophy and invest in individuals that we believe will be valuable assets to TCI and our customers for years to come. Thus, we want to help you live well through personal and professional growth plus a multitude of benefits. In additional to multiple comprehensive healthcare packages including medical, dental, vision, and prescription coverage, we offer a flexible spending accounts for healthcare costs or dependent care, company paid life insurance, voluntary life insurance, disability insurance, AD&D coverage, 401(k) retirement plan with company match, health and wellness incentive programs, training and career development opportunities, alternative work arrangements, volunteer time off, tiered PTO system, service awards, competitive salary, uniforms, technician tool insurance, and a family-first, team environment.

CLICK HERE TO APPLY: https://jobs.smartrecruiters.com/TruckCentersInc/743999923022383-service-advisor