Service Advisor

Sanco Thermo King•Stewartville, MN

12d•Onsite

About The Position

The Service Advisor initiates services and repairs by documenting equipment performance issues and service requests, verifies warranty and service contract coverage, generates estimates, writes repair orders and maintains customer rapport and records. Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answers service phones and schedules appointments, as needed Greets customers that come in to the dealership and inquires as to the reason for their visit Determines necessary services by listening to the customer’s description of concerns Verifies warranty and service contract coverage and explains provisions and exclusions Provides cost estimates Prepares a work order with specific details and assigns it to a technician Maintains customer rapport by answering questions regarding condition of the vehicle, wait time, work completed, and cost Maintains service records Enters customer’s information into the dealership database, prints out invoices, and processes customer payments. In cooperation with Parts – tracks and follows up on Special Order Parts. Notifies customer and schedules unit in when Special Order Parts arrive. Utilizes company tools & processes for work order creation and completion, scheduling, dispatching and communication. Knowledge, skills, and abilities: The requirements listed below are representative of the knowledge skill and/or ability required to successfully perform the essential functions of the job.

Requirements

Requires a high school diploma or equivalent
Basic computer skills
Exceptional telephone etiquette skills
Strong customer service skills
Strong organizational skills
Apply good judgment in recognizing scope of authority
Able to read and interpret billing statements and work orders
Communicate clearly and effectively

Nice To Haves

Transportation refrigeration product knowledge is a plus

Responsibilities

Answers service phones and schedules appointments, as needed
Greets customers that come in to the dealership and inquires as to the reason for their visit
Determines necessary services by listening to the customer’s description of concerns
Verifies warranty and service contract coverage and explains provisions and exclusions
Provides cost estimates
Prepares a work order with specific details and assigns it to a technician
Maintains customer rapport by answering questions regarding condition of the vehicle, wait time, work completed, and cost
Maintains service records
Enters customer’s information into the dealership database, prints out invoices, and processes customer payments.
In cooperation with Parts – tracks and follows up on Special Order Parts. Notifies customer and schedules unit in when Special Order Parts arrive.
Utilizes company tools & processes for work order creation and completion, scheduling, dispatching and communication.