Service Advisor

HOLT Group•Wichita Falls, TX

32d•Onsite

About The Position

This position is responsible for aiding the customer regarding truck & trailer service repairs. The incumbent in this position is expected to model the following practices daily: Demonstrate alignment with the company's mission and core business values; Collaborate with key internal/external resources; Participate in ongoing self-development.

Requirements

Knowledge of heavy duty On-Highway truck operation
General knowledge of mechanical/technical terminology
Knowledge and proficiency with current computer software, related hardware, and common dealership computer systems
Must have outgoing, friendly personality, superior communication, and customer exceptional skills in customer service
Excellent time management and organizational skills
Ability to negotiate customer complaints to a satisfactory resolution
Ability to work independently and as part of a team
Ability to read, write, and understand information
Ability to listen to and understand information and ideas presented through spoken words and sentences
Ability to establish and maintain effective working relationships
High school diploma or equivalent required
More than two years of work-related experience in a service department required
Valid driver’s license and acceptable driving record

Nice To Haves

additional continued education such as specialized/technical training or some college courses preferred
five or more years of experience preferred
Class A or B CDL preferred

Responsibilities

Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
Acts as the first point of contact by greeting and consulting with customer on service needs
Opens work orders and assigns job repair to service technician
Communicates customer repair requests to technicians
Organizes and sells quotes to the customer
Handles repair order charges, warranty validations, submissions, and follow ups
Communicates with customer during all stages of repair service
Completes all necessary paperwork to complete repair work order for closing and final billing
Assists in handling customer complaints and concerns
Identifies comebacks and resolves the issue to the customer’s satisfaction
Treats customers fairly and demonstrates our commitment to superior customer service
Accepts after hours call out service to meet customer needs
Communicates job progress to supervisor and customer as needed
Projects professionalism with both internal and external customers, including personal appearance
Requires regular and punctual employee attendance
Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
Performs other duties as assigned