SERVICE ADVISOR

Worldwide Equipment•Chattanooga, TN

8d•$50,000 - $80,000

About The Position

The Service Advisor acts as an advocate for customers and helps ensure a positive service experience through effective communication throughout the service process, meeting or exceeding customer expectations. The role is the customer’s point of contact, clarifies service needs and expectations, prepares repair orders and estimates, and keeps customers informed about progress, status, and costs. The Service Advisor also coordinates with Service Department team members, processes payments, reviews warranty repairs, follows up with customers, and helps schedule work to support efficient shop operations. The position requires professional conduct, a well-maintained Service Desk area, and safe working habits.

Requirements

High school diploma or GED.
At least 1 year of related experience, demonstrating some or all key functions of the role, including direct customer contact in person and over the phone.
Effective communication and listening skills, and the ability to work well with people at a variety of levels.
Excellent customer service skills, including active listening, tact, diplomacy, empathy, and the ability to respond effectively to customer complaints.
Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint, and the ability to learn and navigate other systems.
Knowledge of administrative responsibilities, systems, and procedures, with hands-on experience using office equipment.
Ability to read, analyze, and interpret business documents.
Excellent time-management skills, including the ability to establish priorities and balance service work to meet customer expectations.
Ability to multitask and prioritize workload.
Attention to detail and problem-solving skills.
Positive attitude and strong organizational skills.

Nice To Haves

Additional related education or training.

Responsibilities

Serve as the customer’s point of contact during the Service process, identify customer needs, and establish shared expectations for work to be performed.
Accurately establish repair orders, including details of services and payment for each component.
Complete and communicate repair estimates and obtain customer approval before repairs.
Keep customers informed throughout the Service process with regular updates about progress, status, and costs.
Communicate with Service Department team members about repair progress, status, and unplanned issues that may affect completion.
Receive and process payments before releasing vehicles to customers.
Review warranty repairs to ensure all information required to file a warranty claim is collected.
Contact customers to follow up on work performed or solicit business, and schedule work into the shop to help maintain efficient operations.
Maintain the professional appearance of the Service Desk area and behave professionally with customers and co-workers in person and on the phone.
Demonstrate safe working habits.
Perform other related duties as assigned by management.