Service Advisor

Lubbock•Lubbock, TX

30d

About The Position

The Service Advisor will interview customers, run vehicle health reports, communicate symptoms with customer’s vehicle(s), enter data into the business system with accuracy, and coordinate incoming repairs with the service supervisor, schedule service technicians on orders, invoice customer tickets, and keep customers informed about status repairs. HLAs HIGH LEVERAGE ACTIVITIES (focus actions that will return the highest impact): Greet customers, build professional relationships, develop good rapport, and provide customer service to all customers. Determines vehicle condition by conducting inspections and running a vehicle health report (diagnostic test) and identifies worn and damaged parts. Write, edit, and update Service Repair Orders, make maintenance service recommendations, act as the coordinator between the service department and parts. Coordinate Service Technicians to perform service orders as needed. KEY RESPONSIBILITIES AND PERFORMANCE MEASURES: When needed, climb into trucks to retrieve vehicle’s health report. Ability to prioritize in potentially stressful situations in a fast-paced environment. Ability to multitask; high volume phone calls, ability to assist customers waiting, Ability to follow step-by-step instructions. Interpret reports, communicate information to Service Technicians, and make maintenance service recommendations off all reports. Check for recalls and/or warranty items, provide serial numbers as serial number of parts that and put it in story on each time punches. Communicate with the service team and supervisor about incoming jobs and accurately determine a Standard Repair Time (SRT) by researching it on the dealer’s portal to determine a proper estimate for technician and customer. Coordinate and schedule techs on service orders, and quotes with customers. Occasionally open the building and parking lot in the morning and close both in the evenings. Write a detailed description of the customer’s concern on the repair order to help the technician diagnose the repairs needed. Communicate the work performed and the repair order charges to the customer and coordinates upcoming service appointments. Refers to service history, inspects vehicle, and recommends additional needed service. Negotiate the cost of repairs with third party warranty vendors. Provides a complete and accurate written cost estimate for labor and parts. Checks on progress of repair throughout the day and clearly communicate to customer. Contact 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. Maintains safe and secure environment by following safety and security standards and procedures, complying with codes. · Invoice customers pay tickets and coordinate warranty repairs. Navigate and manage multiple databases simultaneously. Potential exposure to extreme heat and cold temperatures. Accept and process customer payments as needed. Other duties as assigned by manager.

Requirements

Computer savvy, ability to navigate multiple databases and websites
Strong written / verbal communication skills required
Self-motivated, ability to work independently, and work well under pressure
One to three years of experience in customer service role
High school diploma or equivalent

Nice To Haves

Have a working mechanical knowledge of manufacturer diesel trucks preferred
Commercial Valid Driver License a plus

Responsibilities

Interview customers
Run vehicle health reports
Communicate symptoms with customer’s vehicle(s)
Enter data into the business system with accuracy
Coordinate incoming repairs with the service supervisor
Schedule service technicians on orders
Invoice customer tickets
Keep customers informed about status repairs
Greet customers, build professional relationships, develop good rapport, and provide customer service to all customers
Determine vehicle condition by conducting inspections and running a vehicle health report (diagnostic test) and identifies worn and damaged parts
Write, edit, and update Service Repair Orders, make maintenance service recommendations, act as the coordinator between the service department and parts
Coordinate Service Technicians to perform service orders as needed
Climb into trucks to retrieve vehicle’s health report
Prioritize in potentially stressful situations in a fast-paced environment
Multitask; high volume phone calls, ability to assist customers waiting
Follow step-by-step instructions
Interpret reports, communicate information to Service Technicians, and make maintenance service recommendations off all reports
Check for recalls and/or warranty items, provide serial numbers as serial number of parts that and put it in story on each time punches
Communicate with the service team and supervisor about incoming jobs and accurately determine a Standard Repair Time (SRT) by researching it on the dealer’s portal to determine a proper estimate for technician and customer
Coordinate and schedule techs on service orders, and quotes with customers
Occasionally open the building and parking lot in the morning and close both in the evenings
Write a detailed description of the customer’s concern on the repair order to help the technician diagnose the repairs needed
Communicate the work performed and the repair order charges to the customer and coordinates upcoming service appointments
Refer to service history, inspect vehicle, and recommends additional needed service
Negotiate the cost of repairs with third party warranty vendors
Provide a complete and accurate written cost estimate for labor and parts
Check on progress of repair throughout the day and clearly communicate to customer
Contact 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
Review repair orders to ensure that work is completed, and additional work and authorization is noted
Close repair order as appropriate
Handle telephone inquiries regarding appointments and work in process
Maintain safe and secure environment by following safety and security standards and procedures, complying with codes
Invoice customers pay tickets and coordinate warranty repairs
Navigate and manage multiple databases simultaneously
Accept and process customer payments as needed
Other duties as assigned by manager