Service Advisor

Blanchard Machinery•Summerville, SC

27d

About The Position

The Shop Service Advisor educates customers about the dealership’s available services and benefits to support incremental revenue while delivering exceptional customer service. The role serves as the primary point of contact for retail customer service opportunities and provides proactive communication and status updates throughout the service process. The Service Advisor coordinates customer needs internally, documents service work and customer interactions, identifies opportunities for additional services and equipment options, supports quote preparation, communicates service progress and costs, processes payments, and resolves customer complaints. The position works inside and in non-climate-controlled environments throughout the year and uses computers and other technology to complete job responsibilities.

Requirements

High school diploma or equivalent required.
Ability to work positively, professionally, and effectively with employees at all levels, management, and customers.
Ability to adapt to changing priorities, meet deadlines, and work well under pressure.
Customer-centric mindset and ability to build strong relationships.
Excellent interpersonal, written, and oral communication skills.
Strong work ethic and self-starter attitude.
Ability to manage multiple tasks and priorities effectively and adapt to change.
Professional and friendly attitude and ability to quickly develop rapport with customers by phone and in person.
Ability to learn and navigate new software quickly.
Personal commitment to continuous improvement and service excellence.
Ability to work independently with limited supervision.
Ability to stand, stoop, squat, push, pull, twist, turn, and lift.
Ability to see, read, and write, and to be physically present at the job location.

Nice To Haves

Associate or bachelor’s degree in a business-related field preferred.
Experience in the diesel or construction equipment field preferred.

Responsibilities

Contribute to a positive work environment and promote BMC’s vision, mission, and values.
Complete job responsibilities safely and promote a safe and healthy work environment.
Serve as the main point of contact and intake for retail customer service opportunities.
Interact with customers in a friendly, knowledgeable, and professional manner, providing accurate and timely communication and setting appropriate service expectations.
Coordinate customer needs and expectations with the Shop Supervisor and other internal stakeholders as appropriate.
Create service tickets and accurately and promptly update documentation in ServiceLink and Modern so service teams are informed and customer interactions are visible.
Listen and ask questions to identify customer needs and capture additional service revenue opportunities.
Recommend services that can increase machine uptime and extend machine life, as well as suitable attachments and equipment options.
Research customer service history, identify parts and pricing for service work orders, and provide quote information to the Shop Supervisor for review and completion.
Proactively update customers on service progress, CAT inspect or troubleshooting findings, quote changes, and expected completion dates.
Agree with customers on the method and frequency of communications through the Modern app.
Set expectations for final invoice amounts and email customers a copy of the invoice for review before machine pickup.
Take and process customer payments.
Manage customer complaints and concerns and ensure satisfactory resolution to support customer retention.
Perform other duties as assigned.