Service Advisor

Total Industries•Fresno, CA

1d•Hybrid

About The Position

The Service Advisor is a key member of our service operations team, ensuring the customer experience is at the forefront of all processes. The successful advisor will tell you they are an organized multi-tasker that knows how to manage their time effectively. They would also describe themselves as an ambitious, friendly, detail-oriented, and enthusiastic team player that is known for communicating effectively, following through, and making decisions with confidence. If this sounds like you, keep reading! You will be successful if you are obsessed with great customer service and resolving issues with urgency. You will thrive if you enjoy paying attention to details and thoroughly enjoy establishing positive relations with vendors, customers, technicians, sales, and service representatives, and other related TOTAL Departments. You will build great relationships with the technicians you support and become an expert on the territories and the customers they serve. You will not be afraid to give constructive and positive feedback to your technicians to help them be successful. Your days will all look different, but you will know you are successful every day if you have answered all your calls, issued work orders for each request, filled your technicians’ schedule for the following day, and billed all your completed work.

Requirements

High school graduate.
3-5 years customer service experience, including dispatch, billing, service orders or related responsibilities
Demonstrated expertise in the multi-tasking of multiple clerical responsibilities concurrently
Friendly and professional manner, with excellent organizational and time management skills
Detail-oriented with strong follow-through skills
Courage and confidence to make decisions with minimal input
Excellent communications skills both written and verbal
Experience using multiple computer applications at one time
Strong skills across Microsoft Office Suite – Outlook/Word/Excel
Ability to work independently and collaboratively.
Ability to understand and follow written and verbal instructions in English.
Demonstrated ability to act in a way that is consistent with our values.
The ability to work at a branch office daily, if qualified for hybrid work-from-home status, then the ability to work independently at a home office that has high speed internet, with minimal to no distractions during work hours (7:30-4:30).
Qualified background check and drug screening.

Nice To Haves

Administrative or business degree.
Additional experience, education and/or training in related industry.

Responsibilities

Provide quick response in answering all customer phone, email and onsite will call inquiries.
Use all resources necessary to ensure both customer needs, and the commitments we’ve made to them, are met as quickly as possible.
Provide status of workflow to customers and key internal stakeholders, including sales/service team and branch management when appropriate
Establish great relationships with your Parts team and Sales Coordination team partners to ensure ongoing communication regarding parts availability and order status
Escalate situations where timely resolution is at risk.
Take on additional duties and responsibilities when requested by management.
Ensure assigned technicians adhere to the company policies for timekeeping, safety, etc.
Ensure technicians are billing 8 hours every day.
Provide feedback to technicians when they are doing great by posting recognition in Paylocity.
Provide feedback to technicians when they are not meeting expectations and document journals in Paylocity.
When Technicians consistently do not meet expectations, work with Service Manager to drive improvement.
If supporting the shop, assist with QC audits of equipment before it leaves the shop.
Create on-the-spot repair quotes based on calls from technicians who are at customer sites.
Provide quotes to both internal and retail customers within 24 hours of receiving requests through SLOR.
If you support our shop, work with the shop team lead/foreman to confirm quote pricing and timing.
If trained, look up needed parts and obtain parts pricing OR work with the parts team to obtain.
Open all work orders with complete equipment, complaint - noting specific customer words used when describing their needs, and customer contact and access information.
Ensure every customer call is answered – we do not love voice mail at all!
Perform labor batching for your technicians at the beginning of each day, ensuring all applied labor is accounted for and applied to a work order.
Ensure a full day’s work for each technician through efficient scheduling; Notify Service/Branch Manager by 2pm if workload is less than 100% for the next day.
Ensure no Technician begins his/her day on an internal customer repair (Rental, PM, FM, Used)
Ensure PM (preventive maintenance) work orders are assigned to field technicians at the start of each month, and that 85% or more are completed by end of month.
Provide equipment service histories and warranty information to technicians for each job, along with the complete customer contact and access information.
Dispatch technicians to jobs as they are received.
Always dispatch the nearest and most available technician to the job to minimize drive time and increase response.
Ensure technicians check in with you throughout the day AND complete their work orders before leaving each customer location unless there is a valid reason preventing that.
Perform daily review of Work in Progress (WIP) reports and work with internal stakeholders to resolve disputes within 24 hours, escalating and providing status if timing cannot be met.
Ensure accuracy of completed work orders include the following before closing: All necessary parts related to the job performed. Technician notes and appropriate photos. Labor, fees, and pricing. Clear notation of complaint, cause, and correction for each repair.
Bring any work orders with questionable time and/or descriptions to the Service Manager’s attention.
Expedite or delegate the pickup of parts needed for Shop work from Parts Department.
Verify that all parts have arrived as ordered and as promised
Ensure labor timecards are completed and accurate with the work performed prior to performing the labor batch process.
Ensure Preventive Maintenance (PM) contracts are updated as needed including cancellations, address and contact changes, equipment addition/removal, etc.
Coordinate with Sales, Fleet and other team members to: Ensure accurate and timely closing of used, new equipment, rental, and FM work orders.
Maintain a clean FM WIP, reviewing and escalating questionable work orders when necessary.
Review and bill available completed work in progress (WIP) beginning with oldest completed to the newest every day.