Service Advisor/Warranty Clerk

Columbus•Columbus, MS

About The Position

WATERS has been a family-owned business for over 80 years (currently in its 4th generation), opening our doors in 1938. We are a dealer for International Trucks and IC School Buses (Prestige Certified), Collins Buses, Maintainer Service Trucks/Bodies, Jerr-Dan Wreckers/Carriers, Idealease Truck Rental/Leasing, several different Trailer Lines, and all the parts and services that go with them. We also have several contracts for plant and facilities maintenance. WATERS has 8 locations around Mississippi and as we continue to go, we're looking to add dedicated team members to become a part of our family! An integral and vital part of the service department is the preparation, submission and recording of warranty claims, as well as the creation of a valuable customer service experience as service adviser. This position is crucial to achieve the highest customer satisfaction by performing his / her duties in accordance with current vendor practices and our company’s policies and procedures.

Requirements

Must be a team player with a strong sense of commitment to the customer.
Must be self motivated and have good written and verbal communication skills.
Working knowledge of Microsoft programs and applications
Good organization skills

Responsibilities

Being aligned with our culture is VITAL. Candidate must embody and promote the WATERS Family Values . A summary of our values are below: Customers - Customers First. Dedicated to the highest level of customers satisfaction. Integrity - Do the Right Thing. Maintain integrity in all we do. Employees - Take care of our employees. Team - One Team, One Family. B.O.B. Excellence - Be the Best of the Best. Empowerment - Empower our employees. Accessibility - Be hands on and accessible to our customers and employees. Safety - Prioritize safety.
Must be able to understand, communicate, and evaluate all vendors and International and Cummins warranty guidelines, approval processes, and policies during the write up and repair process.
Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.
This position is responsible for the preparation, coding, and submission of all International and vendor warranty claims in a timely manner.
Understands and ensures compliance with all International and vendor policies and warranty procedures and ensures proper documentation on all claims.
Assists the service department in answering phone calls when necessary.
Reconciles all warranty receivables with payments within the appropriate accounting schedule weekly.
Reviews warranty chargebacks with service manager; resubmits rejected or underpaid claims if applicable with correct documentation.
Notifies customer immediately for payment if chargeback reflects an unwarrantable failure.
Collectively with the Shop Foreman, ensures that all warrantable repairs are documented, technicians comments are descriptive and precise, and that the allotted time is noted prior to submission for closing.
Greet customers in a timely, friendly manner and obtain all specific vehicle/ customer information required for proper repairs, contacting customers and invoicing.
Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
Obtain customer signature on the repair order and provide customer a copy of the repair order
Establish customers’ method of payment, purchase order requirements and estimate requirements if needed at the time of write up.
Explain completed work and charges to the customer.
Have the ability to utilize the International Trucks Service Portal at the time of write up as well as tablet write up tools as needed.
Any other duties required by management.