Customer Service Advisor

THERMO KING • Tolleson, AZ

1d • $70,000 - $75,000 • Onsite

About The Position

Thermo King West, Chesapeake & Central Carolinas are now Force TK. The company employes about 300 employees across 13 locations and has been very successful in diversifying its equipment portfolio that it sells and supports. Today, Force TK and its subsidiaries are market leaders in Thermo King transport refrigeration, Versalift aerial buckets, TICO terminal tractors, Club Car commercial vehicles, Knapheide truck bodies, trailer repair, and consumer golf carts. Force TK is one of North America’s largest and most respected dealerships in the critical transport refrigeration space. Position Summary Be the face of the shop. We are hiring a high-energy, outgoing Customer Service Advisor who can confidently manage the front counter, communicate clearly, and keep customers informed—without awkwardness. Why You'll Love This Job $70,000–$75,000 base salary Monthly bonus potential Stable, full-time position Fast-paced, team-oriented environment Clear expectations and structured processes

Requirements

• An energetic, outgoing, and professional demeanor
• Strong communication skills—both in person and over the phone
• The ability to break the ice, guide conversations, and set clear expectations
• A proactive, friendly approach to customer service without overpromising
• Strong listening skills with the ability to restate and clarify customer concerns
• Transparency and honesty when discussing pricing, timelines, and safety issues
• Excellent organizational skills and attention to detail
• The ability to multitask and stay composed in a busy shop setting
• Prior experience in service advising, automotive, diesel, or a similar environment (preferred)
• A solid understanding of customer confidentiality and professionalism

Responsibilities

• Customer Greeting & Intake Greet customers within 30 seconds Verify contact information Ask open-ended questions to understand concerns Perform a vehicle walk-around Record mileage, VIN, license plate, and unit serial number Document all customer concerns clearly on the repair order (RO)
• Create the Repair Order Accurately enter customer complaints Add relevant service history or prior repairs Use the unit serial number to check for current campaigns Include any required diagnostics Review estimates and timelines with the customer Obtain customer authorization and signature
• Coordinate with Technicians Assign repair orders to the appropriate technician Communicate special customer notes and active campaigns Provide clear work descriptions to avoid misdiagnosis Collaborate with technicians and customers to upsell wear-item parts as appropriate
• Review Findings & Obtain Approval Review all technician recommendations Build clear, detailed estimates (parts, labor, fees) Contact customers within the promised timeframe Clearly explain: What was found Why repairs are needed Any safety concerns Document all approvals or declines on the repair order
• Customer Updates Notify customers when: Diagnosis is completed Additional repairs are identified Delays occur The vehicle is nearing completion Return all calls and messages promptly (goal: within 15 minutes)
• Quality Check Confirm all authorized repairs are completed Verify labor, parts, and charges on the invoice Ensure the technician performed required QC and test drives Confirm the vehicle is cleaned/washed, if applicable
• Vehicle Delivery Notify customers when the unit is ready Review completed repairs using clear, simple language Provide warranty details Discuss upcoming maintenance (no pressure selling) Walk the customer to the vehicle and confirm satisfaction
• Close the Repair Order File and close repair orders according to company policy Log declined services for future follow-up Record customer feedback or any unresolved issues
• Assist walk-in customers with identifying transport refrigeration parts Answer incoming calls regarding parts availability and pricing Accurately identify OEM and aftermarket parts using approved systems and catalogs Support technicians by ensuring correct parts availability for scheduled and in-progress repairs Process parts sales, issue parts to work orders, and ensure proper documentation Communicate clearly with customers, technicians, and management to prevent delays or errors Deliver professional, knowledgeable customer service consistent with Force TK standards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed