Service Advisor

TransChicago Truck Group•Elmhurst, IL

23d

About The Position

TransChicago Truck Group is a family-owned commercial truck dealership representing Freightliner and Western Star, providing truck sales, service, and parts. The Service Advisor manages communication between customers and the service department about vehicle repair needs. The advisor explains the purpose and costs of repairs, recommends supplemental services, and provides consistent repair-status updates. Openings are available on both first and second shifts. The role includes greeting customers, documenting vehicle concerns and service needs, coordinating repair orders and approvals, communicating with foremen and parts staff, tracking vehicles in the shop, and keeping customers informed through their preferred communication method. The Service Advisor also helps ensure vehicles and keys are secured, processes estimates and invoices, and supports a positive customer survey experience.

Requirements

Strong customer service skills and compassion for customers.
Ability to work well with people who have a wide range of personalities and emotional states.
Excellent oral and written communication skills, including frequent and detailed documentation.
Mechanical inclination and attention to detail.
Commitment to complete Service Advisor training in DTNA ARC, Decisiv, and Procede.
Valid driver's license and ability to meet insurance requirements.

Nice To Haves

Prior experience as a Service Advisor or Writer in the trucking or automotive industry is preferred.

Responsibilities

Greet customers and begin the write-up process, verifying vehicle ownership and contact details, communication preferences, payment method or purchase order, repair-approval authority, warranty and recall status, and customer concerns.
Inspect customer equipment and thoroughly document vehicle service needs based on findings.
Create repair orders in the Procede dealer management system and obtain customer signatures.
Notify the foreman and parts department of incoming work and update comments in Decisiv through workflow.
Communicate customer updates to the foreman in Decisiv and ensure relevant documentation is attached.
Relay shop diagnosis updates to customers and offer additional repairs recommended by technicians.
Ensure vehicles are parked in designated areas, locked, and have keys secured and easy to locate.
Manage work in process and consistently update customers on the status of their trucks using their preferred communication method.
Obtain customer approvals, provide estimates, and book and close retail service tickets.
Assist with closing other repair orders as needed.
Answer phones and greet customers professionally and welcomingly.
Act as a liaison between the Service Department and customers, communicating pertinent information.
Communicate with customers throughout the invoice process.
Advocate for a positive customer survey response.