Service Advisor - Retail

B-Sew Inn•Tulsa, OK

22d•Onsite

About The Position

The Retail Service Advisor coordinates communication among customers, service technicians, and store team members regarding sewing machine repairs. The role initiates service and repair work by identifying machine performance problems and requested services, while providing excellent customer service and upholding B-Sew Inn’s core values. This is a full-time position, 40 hours per week, including Saturdays, in a standard retail environment.

Requirements

High school diploma or GED.
Ability to learn and apply new skills with minimal supervision.
Ability to speak clearly and persuasively in positive or negative situations, listen, seek clarification, and respond to questions.
Strong attention to detail.
Diligence and punctuality.
Ability to follow instructions, respond to management direction, and take responsibility for one’s actions.
Ability to perform basic arithmetic with all units of measure.
Familiarity with computer skills and willingness to learn point-of-sale inventory functions.
Ability to lift and carry supplies or shipments weighing up to 100 pounds.
Ability to work in a team-oriented environment.

Nice To Haves

Two-year technical degree or similar related field.

Responsibilities

Greet customers at service check-in, listen to their concerns, and determine their service needs.
Troubleshoot, diagnose, and resolve maintenance and repair issues on home sewing and embroidery machines.
Verify warranty and service-contract coverage in the point-of-sale system.
Provide service estimates and explain coverage provisions and exclusions.
Contact customers about work that exceeds the original estimate, explain additional costs, and obtain approval before proceeding.
Give customers an expected service completion time.
Write repair orders describing symptoms, problems, causes, repairs, and required services, using the check-in sheet and point-of-sale system.
Use sales skills to contribute to personal and store goals, overcome obstacles, and identify sales opportunities arising from service interactions.
Display merchandise at service check-in, recommend suitable items, and explain their quality and utility.
Process basic sales invoices in the point-of-sale system.
Use computer databases to research merchandise availability.
Complete applicable product orders and inventory reports and participate in physical inventory.
Sell service contracts for machines sold.
Maintain customer records, including current phone numbers and email addresses.
Keep product knowledge current through educational opportunities and manufacturers’ publications.
Maintain positive customer relationships and satisfaction by addressing customer needs courteously, handling difficult situations, soliciting feedback, and responding promptly to service requests.
Clean shelves, counters, tables, and other areas as part of general retail cleaning.
Perform other duties as assigned.