Service Advisor

Kenworth Louisiana • Elmwood, LA

1d

About The Position

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.

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

What This Job Offers

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