Service Advisor II

Wheels, Inc.

7d • $42,500 - $59,500

About The Position

The Service Advisor II manages maintenance repairs on behalf of Wheels and its clients, working within client-specific parameters. This specialized technical role primarily involves negotiating repair procedures, pricing, and vehicle downtime with vendors. The advisor approves repairs on clients’ behalf while ensuring client instructions and authorization limits are followed. When fleet authorization is required, the advisor provides a consultative repair recommendation.

The position handles repair and maintenance transactions, supports drivers, vendors, shops, and fleet managers, and ensures repairs are appropriate, safe, and completed in a timely manner. It also requires accurate documentation, follow-up, and adherence to contact center procedures and performance metrics. The role is full-time and may be based in Georgia, Illinois, or remotely, in a professional office environment. Schedules depend on business needs, may start as early as 5:00 a.m. CT or end as late as 9:00 p.m. CT, and may include a weekend day. No travel is required.

Requirements

• ASE C1 certification and one of A4, A5, A6, or A7 within the first 12 months.
• One to two years of automotive experience or equivalent technical education.
• High school diploma or equivalent.
• Technical knowledge of automotive and light-duty vehicle repair.
• Knowledge of general maintenance, preventive maintenance services, HVAC heating and cooling, tires, brakes (excluding air brakes), gasoline engine repair, exhaust repairs (excluding diesel aftertreatment systems), batteries, and suspension and alignment on medium- and heavy-duty vehicles.
• Customer-service orientation, reliability, and clear, concise verbal and written communication.
• Creative and efficient problem-solving skills and ability to negotiate repair and labor pricing.
• Results-oriented approach and experience with industry labor guides such as Mitchell’s Pro Demand.
• Ability to interpret client-specific instructions and make decisions while supporting decisions made.
• Proficiency with Windows, internet browsers, and Microsoft Office, including Outlook.
• Ability to collaborate, work as part of a team, and adapt.
• Ability to deliver on commitments to clients.
• Commitment to continuing automotive and truck education and keeping abreast of industry activities.
• Ability to speak, hear, see, use hands and fingers for computer keyboard and phone, sit or stand for extended periods, and reach above the head to pull paper attachments.

Nice To Haves

• Some college.
• Fleet industry experience.

Responsibilities

• Authorize mechanical repairs for Wheels’ clients and ensure repairs comply with client parameters.
• Research parts and labor pricing and discuss repairs with vendors and clients.
• Handle calls from drivers, vendors, repair shops, and fleet managers, and create purchase orders for maintenance and repairs.
• Ensure safety-related and scheduled repairs are completed.
• Approve appropriate repairs based on mileage, time in service, and prior repair history.
• Negotiate repair costs to published fleet prices or pre-negotiated Wheels Network rates and times.
• Follow current parts and labor reference guides for pricing and labor times.
• Manage client authorization limits and instructions.
• Follow up on down vehicles and pending transactions.
• Resolve transaction discrepancies with vendors.
• Process invoices as needed.
• Document transactions, communications, follow-up, and cost savings accurately in the system activity log.
• Submit qualifying dealership-repaired component failures to the warranty team for potential goodwill adjustments.
• Follow contact center procedures, policies, scheduling, and performance metrics.
• Meet quality and transactional performance indicators, including coaching or mechanical evaluations, communication, documentation, and OON fees.
• Maintain an understanding of Driver Services, Network Management, MAP, and Collision functions, as well as general knowledge of Wheels departments.
• Perform other duties as assigned.

Benefits

• Robust benefits package described as market-leading and competitive, with offerings for employees and their families; specific benefits are not listed.
• Eligible to participate in an annual incentive plan based on company and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED