Service Advisor

Western Truck Exchange•Los Angeles, CA

1d•Onsite

About The Position

Western Truck Exchange is seeking a Service Advisor for our commercial-truck Service Department. This is a customer-facing service and sales position responsible for guiding customers through the repair process—from the initial service call through estimates, repair authorization, status updates, and final invoice. The Service Advisor reports directly to the Service Manager. Western Truck Exchange has served the commercial-truck industry for more than 100 years. WTE is an authorized International and Workhorse dealer serving businesses and fleets throughout Southern California. We are looking for someone who can combine strong customer service with organization, follow-through, sales ability, and a willingness to learn. Previous commercial-truck experience is valuable, but we are also interested in candidates who learn quickly, use technology effectively, and can execute consistently.

Requirements

High school diploma or equivalent.
Previous customer-service experience.
Valid driver's license.
Strong verbal and written communication skills.
Strong computer skills and ability to learn new systems quickly.
Strong organization, accuracy, and follow-through.
Ability to communicate professionally and remain effective when handling urgent or difficult customer situations.

Nice To Haves

Previous Service Advisor or Service Writer experience.
Automotive or commercial-truck service experience.
Mechanical knowledge that helps you understand and explain repairs, parts, and invoices to customers.
Service sales, upselling, customer-development, or customer-retention experience.
CDK or other dealership-management-system experience.
Class B CDL or willingness to obtain one. WTE can pay the cost of obtaining a Class B CDL.
Bilingual English/Spanish skills.
Familiarity with commercial-truck diagnostic tools or service information.

Responsibilities

Answer service calls and assist customers with service needs and questions.
Gather complete customer, vehicle, and repair information.
Accurately document customer concerns and requested repairs.
Open, update, and maintain accurate repair orders.
Prepare repair estimates and quotes.
Clearly explain recommended repairs and maintenance to customers.
Obtain customer authorization before repairs are performed.
Recommend additional needed repairs or maintenance when appropriate.
Communicate customer concerns and expectations to technicians.
Keep customers informed of repair status and expected completion times.
Coordinate required parts and availability with the Parts Department.
Follow up on pending and declined estimates, customer approvals, and open repair orders.
Close repair orders and clearly explain completed work and charges.
Maintain accurate customer and service records.
Build strong customer relationships and help grow service business through professional follow-up, customer retention, and excellent service.
Occasionally move customer or company vehicles when needed and appropriately licensed.