VTRL Service Advisor, Birmingham

Velocity Vehicle Group•Birmingham, AL

22h•Onsite

About The Position

Velocity Truck Rental & Leasing (VTRL) is looking for a Service Advisor / Writer to join our team in Birmingham, AL. This role is an integral and vital part of the customer service experience, crucial to achieving the highest customer satisfaction by performing duties in accordance with current OEM practices and company procedures. The Service Advisor will interact with customers, address inquiries and concerns professionally, and ensure a positive branch experience. Responsibilities include creating and maintaining accurate service orders, managing sublet processes, supporting department performance with safety regulations, collaborating with branch staff, and ensuring trucks are ready to rent. The role involves writing up customer vehicle issues, obtaining signatures, understanding warranty guidelines, establishing payment methods, investigating repair progress, explaining completed work, and staying updated on warranty policies and product changes. The Service Advisor will also utilize OEM Service Portals, review and edit work orders, and assist the Parts Coordinator with receiving and issuing parts. This position is responsible for the receipt and flow of all incoming work, customer communication, and constant communication with internal departments.

Requirements

Minimum of 2 years administrative, technical or supervisory experience in the Medium / Heavy Duty truck industry.
Knowledge of trucks and parts is an asset.
Must be a team player with a strong sense of commitment to the customer.
Must be self-motivated and have good written and verbal communication skills.
Must conduct his / herself in a professional manner.
Can work other shifts for coverage of sick days or vacation relief.
Strong communication and interpersonal skills.
Must be detail oriented with ability to multi-task and maintain a strong focus on quality, accuracy, and attention to detail.
Exceptional problem-solving skills and the ability to remain calm under pressure.
Ability to work in a high-volume fast-paced environment with a customer service focus.
Must be able to pass a post-offer drug screening, physical examination, and background check.

Nice To Haves

Knowledge of trucks and parts is an asset.

Responsibilities

Greet customers in a timely, friendly manner and obtain all specific vehicle / customer information required for proper repairs, contacting customers and invoicing.
Maintain a customer-focused approach to ensure a positive branch experience.
Create, assign, and maintain accurate service orders and records, including detailed notes.
Maintain sublet processes, ensure that required documentation is complete and in compliance with regulations and standards.
Support department performance with safety regulations and standards in all maintenance and repair activities, new and returning units processes.
Collaborate with branch staff to ensure seamless communication and cooperation.
Provide support to Managers and other team members as needed.
Promote a positive and cooperative work environment.
Collaborate with service team to ensure trucks are ready to rent.
Utilize blue and red tag programs to identify down and ready to rent units.
Clearly identify damage to units.
Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
Obtain customer signature on the repair order and provide customer with a copy of the repair order.
Understand, communicate, and evaluate all vendors and OEM. Warranty guidelines, approval processes and policies during the write up and repair process.
Establish customers’ method of payment, Purchase Order requirements and estimate requirements if needed at time of write up.
Investigate progress of vehicle repairs and contact customer with status changes / promise time if required.
Ensure vehicles are parked in assigned areas, trucks are locked, and keys are tagged and properly stored.
Explain completed work and charges to the customer.
Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.
Effective utilization of the OEM Service Portals at the time of write up.
Work Order review, edit and data entry as needed to prepare the Work Order for Final review by the Service Manager.
Assist Parts Coordinator with receiving parts from suppliers, issuing parts to Technicians and adding parts to work orders on the correct job lines (or move to correct job lines) as needed.
Assist in all duties of lesser classification when applicable, and other work-related duties as directed by management including providing support to Service and Rental dept.