• TMSM COC
  • Service Advisor

    Posted: 06/12/2022

    Job Description

    The Service Advisor is the first line of customer engagement within our busy Service department. The Service Advisor 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 Advisors 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.

    This position will work weekend shifts Friday-Sunday, 6am-6pm. 

    CORE RESPONSIBILITIES:

    • Greet customers upon arrival to our Service department and render assistance.
    • Create repair orders and schedule appointments using Dealer Management System, 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 to 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 pickup 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.

    Qualifications

    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
    • Valid driver's license and ability to meet insurance requirements; CDL preferred
    • Knowledge of Service department operations, trucks, and truck parts
    • Mechanical aptitude or truck repair experience is highly 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; Procede 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
    • Candidates with Freightliner dealership experience and/or CIC Level I or II training are strongly encouraged to apply
    • Ability to safely lift up to 10 lbs. unassisted.