Service Advisor

Kenworth Louisiana•Lake Charles, LA

About The Position

Service Advisor Summary: This is a customer service position working to help the service department navigate the influx of customers as they come and go each day. The role involves heavy administrative duties such as greeting customers, listening to their description of the problems or service needed, and taking notes accordingly. The Service Advisor will coordinate with the service department to determine the type of service required and prepare repair orders. This candidate will also be responsible for relaying messages from the service department to the customer regarding customer needs and scheduling services as needed. Essential Duties: Advises customers about necessary service requirements as well as the care of their vehicles and value of maintaining in accordance with manufacturers specifications Handles visual inspection and check sheet for all truck repairs Confers with customers about inspection results, relays information to the customers from the service department Prepares a service ticket showing time, cost, and labor estimates for service Writes a brief description of the customer's concern on the repair order to help the technicians locate the problem Gives and explanation of the work performed to the customer and relays messages about repair orders from the service department Handles customer complaints and maintains high customer service standards Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible Greets customers in a timely, friendly manner and obtains vehicle information Refers to service history and inspects the vehicle by taking photos and videos as necessary Provides a complete and accurate written cost estimate for labor and parts as well as obtains customer's signature on repair order; provides customer with a copy Establishes customer's method of payment. Obtains credit approval, if necessary. Notifies dispatcher of incoming work Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate Handles telephone inquiries regarding appointments and work in process Assists with warranty claims and reconcile warranty accounting Attends company training as required Maintains a professional appearance and clean workspace Other duties as assigned Qualifications: 5+ Years of Customer Service-Related Experience High School Diploma or GED equivalent Ability to clearly and effectively communicate with customers, both verbally and in writing. Skilled in identifying issues and finding solutions to ensure customer satisfaction. Ability to understand and address customer concerns with compassion and patience. Efficient in managing time and prioritizing tasks to handle multiple customer inquiries. Ability to work well in a team environment and collaborate with colleagues to resolve customer issues. Maintaining a positive and professional demeanor, even in challenging situations. Understanding of the company's products or services to provide accurate information and support to customers. Work Environment: The work in the service department involves working in an environment with exposure to moving parts, electrical currents, grease, chemicals, dust, dirt, and various weather elements. Candidates must be able to navigate the workspace efficiently and handle physical tasks that require lifting up to 30 pounds for extended periods. Safety protocols are essential to mitigate risks associated with these exposures. This role demands physical stamina and a keen awareness of surroundings to ensure both personal and team safety. This position involves frequent travel for meetings at various locations. While having a CDL license is advantageous for roles within our Dealership and Leasing Operations, it is not a mandatory requirement. We adhere to DOT regulations to ensure everyone remains compliant and can utilize a CDL license if available. Depending on your role, you may still be required to operate a heavy- duty truck within property restrictions. EEO Statement: It is the policy of Kenworth of Louisiana, LLC to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Kenworth of Louisiana, LLC will provide reasonable accommodations for qualified individuals with disabilities.

Requirements

5+ Years of Customer Service-Related Experience
High School Diploma or GED equivalent
Ability to clearly and effectively communicate with customers, both verbally and in writing.
Skilled in identifying issues and finding solutions to ensure customer satisfaction.
Ability to understand and address customer concerns with compassion and patience.
Efficient in managing time and prioritizing tasks to handle multiple customer inquiries.
Ability to work well in a team environment and collaborate with colleagues to resolve customer issues.
Maintaining a positive and professional demeanor, even in challenging situations.
Understanding of the company's products or services to provide accurate information and support to customers.

Responsibilities

Advises customers about necessary service requirements as well as the care of their vehicles and value of maintaining in accordance with manufacturers specifications
Handles visual inspection and check sheet for all truck repairs
Confers with customers about inspection results, relays information to the customers from the service department
Prepares a service ticket showing time, cost, and labor estimates for service
Writes a brief description of the customer's concern on the repair order to help the technicians locate the problem
Gives and explanation of the work performed to the customer and relays messages about repair orders from the service department
Handles customer complaints and maintains high customer service standards
Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible
Greets customers in a timely, friendly manner and obtains vehicle information
Refers to service history and inspects the vehicle by taking photos and videos as necessary
Provides a complete and accurate written cost estimate for labor and parts as well as obtains customer's signature on repair order; provides customer with a copy
Establishes customer's method of payment. Obtains credit approval, if necessary.
Notifies dispatcher of incoming work
Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate
Handles telephone inquiries regarding appointments and work in process
Assists with warranty claims and reconcile warranty accounting
Attends company training as required
Maintains a professional appearance and clean workspace
Other duties as assigned