Service Administrator

Model1 Commercial Vehicles•Charlotte, NC

1d•$18 - $27•Onsite

About The Position

In this role, you will play a critical role for the company and will work alongside other professionals within the team and other departments. The Service Administrator is responsible for documenting customer concerns about vehicles. The position requires excellent customer service skills and knowledge of the automotive/bus industry. When a customer requests a repair, the service writer enters information into the computer software detailing the repairs that are needed, how much time should be allocated to make the repair and notifies the Service Department. This position will also have some warranty responsibility. This position is the first person the customer talks to in the service department, so it is essential that a helpful and knowledgeable demeanor is demonstrated. Must be aware of service department policies and procedures, along with the correct procedure to open and close retail work orders. This position works with supervision.

Requirements

High School Diploma or equivalent
Understanding of the operation of the service and parts departments and the support of the sales and interaction with the administrative/accounting department
Service Administrators must possess, and demonstrate good communications skills with both customer and internal relations in person, via telephone, and electronic communication
Good understanding of the bus manufacturer’s needs and the needs of Creative Bus Sales customers.
Professional demeanor and cooperative attitude
Highly organized
Punctual
Willingness and ability to take direction and work as a team player
Self-starter, highly motivated and exhibits great initiative
Computer skills (Word, Excel)
Proficient with computer data processing

Nice To Haves

Bilingual a plus

Responsibilities

Check condition of vehicle at arrival.
Communicate with the driver/customer on service requirements of vehicle.
Fill out the work list, repair order and all applicable factory warranty paperwork.
Write up retail work orders using Board of Consumer Affairs,” Write It Right” guidelines.
Keep track of the status of vehicles
Act as point of contact for all customers and sales personnel for issues related to your assigned department.
Communicate the status of the vehicle with the customer.
Communicate the cost associated with the repairs with the customer.
Communicate timelines and service updates to customers and assist in maintaining an accurate service schedule.
Communicate with service department management on status, quotes, and pricing.
Communicate with customers and CBS Sales to assure the vehicles are being completed by promise dates
Maintain positive relationship with vendors, customers, and employees.
Coordinate with sales, parts, and warranty departments as required.
Communicate with accounting and shop management with respect to customer payment for services.
Assist and direct all assigned department service team members to assure all jobs are being complete
Verify availability of parts
Assist with filing warranty claims as needed
Schedule with the service shop all applicable warranty repairs or locating a convenient warranty repair facility for the customer to transport vehicle.
Obtain prior approvals for all warranty claims with various manufacturers.
Maintaining line of communication with all repair facilities, obtain estimates for needed repairs and providing pre-approvals to vendors.
Process and collect warranty claims with various manufacturers.
Negotiate basic warranty claim issues and understand when to elevate to supervisor
Verify repair procedure are properly documented; all parts match the story and process claim per manufacturers’ guidelines.
Initiate the warranty repair work orders, documenting the customer complaint and detailing when the complaint occurs for the technician to diagnose properly.
Get factory approvals, contact factory and customers with recalls and warranty procedures and warranty guidelines. Also, inform customer of costs associated with warranty repairs and length of time to repair.
Communicate with management on all aspects of warranty department workflow, customer, and vendor and manufacturer issues.
Answer telephones.
Keep track of vehicles that are off property.
Other duties as assigned.