Service Advisor

Blanchard Machinery•Florence, SC

About The Position

The Shop Service Advisor educates customers about the full range of services and benefits available at the dealership, helping generate incremental revenue while providing exceptional customer service. The role serves as the main point of contact for retail service customers, provides proactive communication and status updates throughout the service process, and coordinates customer needs with the Shop Supervisor and other team members. The advisor creates service tickets, maintains accurate service documentation, identifies opportunities for additional services and equipment, supports quotes, manages customer payments and concerns, and helps ensure a positive customer experience.

Requirements

High school diploma or equivalent.
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 attitude.
Ability 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.
Commitment to continuous improvement and service excellence.
Ability to work independently with limited supervision.
Ability to work indoors and in non-climate-controlled environments 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 to complete responsibilities.
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

Promote BMC’s vision, mission, and values and contribute to a positive work environment.
Perform job responsibilities safely and champion a safe and healthy work environment.
Serve as the main point of contact and intake for retail customer service opportunities.
Interact with customers in a friendly, knowledgeable, and professional manner, providing accurate and timely communication about service expectations and commitments.
Coordinate customer needs and expectations internally with the Shop Supervisor and others as appropriate.
Create service tickets and accurately and promptly update documentation in ServiceLink and Modern so service teams have synchronized information about work and customer interactions.
Listen for and question customers about their needs to identify additional service revenue opportunities.
Recommend services that can increase machine uptime and extend machine life, as well as value-added attachments and equipment options.
Research customer service history, identify parts and pricing for work orders, and provide quote information to the Shop Supervisor for review and completion.
Proactively contact customers with updates about service progress, CAT Inspect or troubleshooting findings, changes to quotes, and expected completion dates.
Agree with customers on contact method and frequency through the Modern app.
Set expectations for final invoice amounts and email customers an invoice copy 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.