Service Administrator

Cummins•West Sacramento, CA

11d•Onsite

About The Position

Job Summary: Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location We are looking for a talented Service Administrator to serve as the first point of contact for customers and support daily operations in (West Sacramento, CA). 100% Onsite We offer competitive pay and benefits! This role will make an impact in the following ways: Serve as the first point of contact with customers in person, by phone, and via email, promoting strong customer service and relationship building. Assess customer needs, gather pertinent information, and create accurate work orders in the appropriate business systems. Provide customers with timely status updates on service events and maintain clear, professional communication. Support technicians and service teams by coordinating schedules, managing open work from start to finish, and ensuring smooth workflow. Utilize diagnostic information, service documentation, and electronic service tools to support accurate communication and service event planning. Apply basic financial understanding when discussing service work, estimates, and invoicing considerations. Assist in building branch business by delivering a positive customer experience and identifying service opportunities. Participate in an on-call rotation, including occasional evening and weekend work.

Requirements

Customer Focus: Builds strong customer relationships and provides customer-centric solutions.
Communicates Effectively: Conveys clear information tailored to different audiences.
Financial Acumen: Understands key financial indicators to support informed service decisions.
Directs Work: Helps prioritize, delegate, and remove obstacles to keep service operations moving.
Instills Trust: Demonstrates integrity, honesty, and reliability.
Manages Conflict: Handles difficult conversations or customer concerns with professionalism.
Diagnostics Application: Translates customer complaints into actionable information; supports troubleshooting workflow and accurate documentation.
Electronic Service Tool Application: Understands relevant tools and data outputs to support service events.
Service Documentation: Accurately captures customer, equipment, and service information in business systems.
Technical Escalation: Uses resources to escalate issues appropriately and ensure timely resolution.
Warranty Process: Understands Cummins warranty guidelines and assists in determining eligibility and documentation requirements.
Values Differences: Recognizes the value of diverse backgrounds, experiences, and perspectives.
Handle multiple jobs simultaneously – balance ongoing repair tasks, customer inquiries, and administrative duties without losing efficiency.
Invoice customer repairs accurately – ensure billing is completed promptly and correctly while managing other responsibilities.
Engage with customers at intake – greet, listen, and document customer needs while coordinating repair schedules.
Switch between tasks seamlessly – move from technical work to customer service and back without disrupting workflow.
Maintain organization under pressure – keep track of jobs, invoices, and customer details even during busy periods.
Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

Responsibilities

Serve as the first point of contact with customers in person, by phone, and via email, promoting strong customer service and relationship building.
Assess customer needs, gather pertinent information, and create accurate work orders in the appropriate business systems.
Provide customers with timely status updates on service events and maintain clear, professional communication.
Support technicians and service teams by coordinating schedules, managing open work from start to finish, and ensuring smooth workflow.
Utilize diagnostic information, service documentation, and electronic service tools to support accurate communication and service event planning.
Apply basic financial understanding when discussing service work, estimates, and invoicing considerations.
Assist in building branch business by delivering a positive customer experience and identifying service opportunities.
Participate in an on-call rotation, including occasional evening and weekend work.