Service Advisor

CSM COMPANIES INC GROUP•Oak Creek, WI

20d

About The Position

The Service Advisor with Wisconsin Kenworth in Milwaukee serves as the liaison between customers and technicians when service is required. The role sells and schedules service work on commercial trucks and equipment for the dealership service department. The Service Advisor creates a positive customer experience, communicates service issues and repair estimates, coordinates work with the shop, and manages repair orders in accordance with company Standard Operating Procedures. Duties and responsibilities may change at any time.

Requirements

High school education level.
Ability to sell service work.
Ability to multitask professionally in a fast-paced work environment.
Ability to provide high-quality customer service when handling difficult customers in a variety of situations.
Excellent writing and communication skills.
Proficiency with industry technology and computers.
Ability to communicate in spoken English well enough to be understood by others.
Ability to sit, stand, bend, kneel, and stoop, and regularly lift or move up to 75 pounds.
Ability to work 8–12-hour days with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials including fuel, oil, grease, and cleaning solutions.
Customer focus, including identifying customer needs and addressing them efficiently and effectively.
Teamwork and a professional, cooperative approach to completing assignments.
Scheduling and coordinating skills to make arrangements efficiently and economically.
Problem-solving, decision-making, adaptability, and willingness to learn new information.

Responsibilities

Create a positive initial contact with service customers.
Handle service phone calls professionally and promptly.
Review truck inspections and estimates, and recommend appropriate maintenance, repairs, and care.
Provide complete and accurate written estimates for labor and parts.
Work with shop foremen to schedule service repairs.
Open work orders and document customers’ service problems and requests accurately.
Determine the method of payment and explain payment requirements before work begins.
Prepare and present repair quotes, communicating effectively about job orders.
Recommend additional service work as needed.
Maintain knowledge of OEM and vendor warranties.
Close repair orders.
Perform additional duties as required by the Service Manager and other duties as assigned.
Perform required tasks in accordance with company Standard Operating Procedures.