Service Advisor

Blanchard Machinery Company • Florence, SC

8d

About The Position

The Shop Service Advisor educates customers about the full range of services and benefits available at the dealership to generate incremental revenue. The role provides exceptional customer service through proactive communication and status updates throughout the service process. The advisor serves as the main point of contact for retail customer service opportunities, coordinates customer needs internally, documents service tickets and interactions, identifies opportunities for additional services, supports service quotes, communicates progress and changes, sets invoice expectations, processes payments, and resolves customer complaints. The position works to promote a safe, positive, customer-focused environment.

Requirements

• High school diploma or equivalent required.
• Ability to work positively, professionally, and effectively with employees at all levels, management, and customers.
• Ability to adapt to changing priorities, meet deadlines, and work well under pressure.
• Customer-centric mindset and ability to build strong relationships.
• Excellent interpersonal, written, and oral communication skills.
• Strong work ethic and self-starter; able to manage multiple tasks and priorities effectively and adapt to change.
• Professional and friendly attitude, with the ability to quickly build rapport with customers by phone and in person.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.
• Ability to work inside and in a non-climate-controlled environment throughout the year.
• Ability to stand, stoop, squat, push, pull, twist, turn, and lift.
• Ability to see, read, write, and be physically present at the job location.
• Ability to use computers and other technology to complete job responsibilities.

Nice To Haves

• Associate or bachelor's degree in a business-related field.
• Experience in the diesel or construction equipment field.

Responsibilities

• Contribute to a positive work environment and promote BMC’s vision, mission, and values.
• Perform job responsibilities safely and promote a safe and healthy work environment.
• Serve as the main point of contact and intake for retail customer service opportunities; interact with customers professionally and provide accurate, timely communication.
• Coordinate customer needs and expectations internally with the Shop Supervisor and others as appropriate.
• Create service tickets and maintain accurate, timely documentation in ServiceLink and Modern so the service team is informed and synchronized.
• Identify additional service revenue opportunities by listening to and questioning customers about their needs; recommend services, attachments, and equipment options that can improve machine uptime and extend machine life.
• Research customer service history, identify parts and pricing for service work orders, and provide a framework for quotes for the Shop Supervisor to review and complete.
• Proactively update customers on service progress, CAT inspect or troubleshooting findings, quote changes, and expected completion dates; establish contact methods and frequency with customers through the Modern app.
• Set expectations for final invoice amounts and email customers a copy of the invoice for review before machine pickup.
• Take and process customer payments.
• Manage customer complaints and concerns and ensure satisfactory resolution to support customer retention.
• Perform other duties as assigned.

Benefits

• Competitive pay.
• Medical, dental, and vision benefits.
• 401(k).
• Profit sharing.
• Generous paid time off.
• Paid holidays.
• Uniforms.
• CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

What This Job Offers

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