Service Advisor (base + incentive)

Gabrielli Truck Sales•Jamaica, NY

26d

About The Position

Gabrielli Truck Leasing & Rental is seeking a motivated, customer-focused Service Writer / Rental Agent to serve as a key point of contact for customers needing truck service, maintenance, repairs, and rental vehicles. This position combines service-writing responsibilities with rental coordination. The employee coordinates customer service needs from initial contact through completion, communicates repair and maintenance requirements to technicians, provides customers with updates and estimates, and helps customers select and secure appropriate rental vehicles. The role requires excellent communication, organization, customer service, and attention to detail. It involves coordinating with customers, technicians, parts personnel, and management; maintaining accurate service and rental records; and supporting customer satisfaction and repeat business.

Requirements

High school diploma or equivalent.
Strong customer service and communication skills.
Excellent organizational and time-management abilities.
Ability to prioritize multiple customer and service requirements in a fast-paced environment.
Strong attention to detail and accuracy with paperwork and computer systems.
Comfort communicating repair recommendations and costs to customers.
Proficiency with Microsoft Office and general computer applications.
Ability to work effectively with technicians, parts personnel, management, and customers.
Ability to sit, stand, walk, and move throughout dealership, service, and rental areas.
Ability to inspect trucks and rental vehicles, including walking around vehicles and entering and exiting truck cabs.
Ability to occasionally lift or move items weighing up to approximately 50 pounds.
Ability to work in an environment that may include exposure to noise, dirt, weather conditions, and vehicle exhaust.

Nice To Haves

Two or more years of experience in automotive or truck service, rental operations, fleet management, dealership operations, or a related customer-service environment.
Previous Service Advisor or Service Writer experience.
Truck rental experience.
Knowledge of commercial trucks and basic mechanical terminology.

Responsibilities

Greet customers and provide professional, courteous service throughout the repair process.
Serve as the primary liaison among customers, technicians, parts personnel, and management.
Open, update, and close repair orders accurately and promptly.
Gather detailed information from customers about vehicle concerns, symptoms, and service needs.
Prepare clear, accurate repair orders based on customer concerns and technician recommendations.
Coordinate vehicle inspections, preventive maintenance, repairs, and warranty work.
Communicate estimated repair costs, required repairs, and expected completion times to customers.
Obtain and document customer authorization for repairs.
Monitor repair progress and provide customers with regular status updates.
Review completed repair orders for accuracy, including labor, parts, sublet work, and other charges.
Coordinate with technicians and the Parts Department to support timely repair completion.
Assist with scheduling customer vehicles for service and maintenance.
Identify and communicate additional maintenance or repair recommendations.
Handle customer questions, concerns, and complaints professionally, escalating issues when appropriate.
Ensure customer vehicles are properly documented when received and released.
Maintain accurate records and follow company policies and procedures.
Determine customers' truck rental needs and recommend appropriate vehicles.
Explain rental options, rates, terms, policies, and customer responsibilities.
Accurately process rental agreements and required customer documentation.
Coordinate vehicle availability, reservations, check-outs, extensions, and returns.
Inspect rental vehicles with customers before and after rental periods and document their condition.
Coordinate vehicle cleaning, fueling, maintenance, and preparation between rentals.
Track rental fleet availability and communicate vehicle status to appropriate personnel.
Coordinate with the Service Department regarding rental vehicle maintenance and repairs.
Assist customers with vehicle exchanges, extensions, and other rental needs.
Ensure rental vehicles are prepared and available for scheduled customers.
Maintain accurate rental records and paperwork.
Communicate damage, maintenance concerns, and other issues identified during vehicle inspections.
Support efforts to maximize rental fleet utilization while maintaining excellent customer service.
Develop positive, professional relationships with customers and fleet accounts.
Communicate promptly and accurately by phone, email, and in person.
Follow up with customers after service or rental transactions when appropriate.
Identify opportunities to recommend additional services, maintenance, or rental solutions.
Promote Gabrielli Truck Leasing & Rental's service and rental offerings.
Support high customer satisfaction and encourage repeat business.