Service Advisor (base + incentive)

Gabrielli Truck Sales•New York, NY

26d•$26 - $32

About The Position

Gabrielli Truck Leasing & Rental is seeking a motivated, customer-focused Service Writer / Rental Agent to serve as a key point of contact for customers requiring truck service, maintenance, repairs, and rental vehicles. The role combines service-writing responsibilities with rental coordination and requires strong communication, organization, customer service, and attention to detail. The Service Writer / Rental Agent coordinates customer service needs from initial contact through completion, communicates repair and maintenance requirements to technicians, provides customers with updates and estimates, and helps customers select and secure appropriate rental vehicles. The position also supports customer relationships and sales by promoting service and rental offerings, recommending relevant services or rental solutions, and working to maintain customer satisfaction and repeat business.

Requirements

High school diploma or equivalent required.
Strong customer service and communication skills.
Excellent organizational and time-management abilities.
Ability to prioritize multiple customer and service requirements in a fast-paced environment.
Strong attention to detail and accuracy with paperwork and computer systems.
Comfort communicating repair recommendations and costs to customers.
Proficiency with Microsoft Office and general computer applications.
Ability to work effectively with technicians, parts personnel, management, and customers.
Ability to sit, stand, walk, and move throughout dealership, service, and rental areas.
Ability to inspect trucks and rental vehicles, including walking around vehicles and entering and exiting truck cabs.
Ability to occasionally lift or move items weighing up to approximately 50 pounds.
Ability to work in an environment that may include noise, dirt, weather conditions, and vehicle exhaust.

Nice To Haves

2+ years of experience in automotive or truck service, rental operations, fleet management, dealership operations, or a related customer-service environment.
Previous Service Advisor/Service Writer or truck rental experience.
Knowledge of commercial trucks and basic mechanical terminology.

Responsibilities

Greet customers and provide professional, courteous service throughout the repair process.
Serve as the primary liaison between customers, technicians, parts personnel, and management.
Open, update, and close repair orders accurately and in a timely manner.
Gather detailed information from customers about vehicle concerns, symptoms, and service needs.
Write clear and accurate repair orders based on customer concerns and technician recommendations.
Coordinate vehicle inspections, preventive maintenance, repairs, and warranty work.
Communicate estimated repair costs, required repairs, and expected completion times to customers.
Obtain customer authorization for repairs and document approvals.
Monitor repair progress and provide regular customer status updates.
Review completed repair orders for accuracy, including labor, parts, sublet work, and other charges.
Coordinate with technicians and the Parts Department to support timely repair completion.
Assist with scheduling customer vehicles for service and maintenance.
Identify additional maintenance or repair opportunities and communicate recommendations to customers.
Handle customer questions, concerns, and complaints professionally, escalating issues when appropriate.
Ensure customer vehicles are properly documented when received and released.
Maintain accurate records and follow company policies and procedures.
Assess customers' truck rental needs and help determine appropriate vehicles.
Explain rental options, rates, terms, policies, and customer responsibilities.
Process rental agreements and required customer documentation accurately.
Coordinate vehicle availability, reservations, check-outs, extensions, and returns.
Inspect rental vehicles with customers before and after rental periods and document their condition.
Coordinate rental vehicle cleaning, fueling, maintenance, and preparation between rentals.
Track rental fleet availability and communicate vehicle status to appropriate personnel.
Coordinate with the Service Department regarding rental vehicle maintenance and repairs.
Assist customers with vehicle exchanges, extensions, and other rental-related needs.
Ensure rental vehicles are properly prepared and available for scheduled customers.
Maintain accurate rental records and paperwork.
Communicate damage, maintenance concerns, and other issues identified during vehicle inspections.
Support rental fleet utilization while maintaining excellent customer service.
Develop positive, professional relationships with customers and fleet accounts.
Provide prompt and accurate communication by phone, email, and in person.
Follow up with customers after service or rental transactions when appropriate.
Identify opportunities to recommend additional services, maintenance, or rental solutions.
Promote Gabrielli Truck Leasing & Rental's service and rental offerings.
Work to maintain high customer satisfaction and encourage repeat business.