Service Advisor

Siddons-Martin Emergency Group • Conway, AR

4d

About The Position

The Service Advisor is the primary representative and link between customers and the service department. The role focuses on providing excellent customer service, coordinating repair or maintenance work, and ensuring customer satisfaction. The Service Advisor participates in daily internal service-related interactions and supports the company’s mission, profitability, and goal of 100% customer satisfaction. The position has no supervisory responsibilities and reports work priorities to the Service Manager, who may assign other tasks as needed.

Requirements

• High school diploma or equivalent.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to work in a fast-paced environment, meet deadlines, and adjust to changing priorities.
• Ability to demonstrate that performance goals set by the Service Manager and company can be met.
• Dedication to excellent customer service and overall company success.
• Ability to establish and maintain clear, positive, and professional relationships with employees, vendors, and customers.
• Proficiency with Microsoft Outlook, Word, Excel, and other company-provided software.
• Knowledge of repair principles and procedures in all areas of the heavy truck repair industry.
• Experience communicating required or recommended repairs to customers.
• Experience answering phones and creating estimates and quotes.
• Ability to meet the stated physical demands, including occasionally lifting or moving objects up to 50 pounds.

Nice To Haves

• Experience in the automotive, heavy truck, or emergency vehicle service industry.
• Three to five or more years of experience in an automotive service-related industry.
• EVT (Emergency Vehicle Technician) certification.
• ASE Heavy Truck certifications.

Responsibilities

• Greet customers and determine their needs or concerns.
• Listen to customers, document symptoms or issues, and translate them into clear work orders for the shop foreman and technicians.
• Communicate with shop leadership to ensure customer concerns are understood.
• Create and manage work orders in the system, track job progress, and update customers as required.
• Prepare repair and sales cost estimates; explain recommended services, estimates, and timelines; and obtain customer approval before work proceeds.
• Finalize work orders, create invoices, and explain repairs to customers at pickup.
• Participate in morning meetings to plan the day.
• Record customer interactions in the CRM.
• Support warranty claims and parts returns when necessary.
• Follow up with customers after service to ensure satisfaction.
• Maintain a neat, professional personal appearance and workspace.
• Abide by company policies, procedures, and processes, and follow the Pierce Manufacturing operations manual.
• Maintain professional working relationships with Pierce Manufacturing personnel, coworkers, vendors, and customers.
• Perform other tasks as assigned by the Service Manager.

Benefits

• Medical insurance with PPO and HDHP options.
• Company HSA match.
• Dental insurance.
• Vision insurance.
• Short-term disability insurance.
• Accident and hospital indemnity insurance.
• Telehealth.
• Voluntary life insurance.
• Voluntary critical illness insurance.
• 401(k) with employer match.
• Employee Stock Ownership Program.
• Paid holidays and paid time off.
• Four weeks of paid parental leave.
• Paid training and safety equipment.
• Company-paid basic life and AD&D insurance.
• Company-paid critical illness insurance.
• Long-term disability insurance.
• Employee Assistance Program.
• Verizon Wireless company discount, subject to eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED