Service Writer / Advisor

Federal Signal Openings•Elmhurst, IL

11d•Onsite

About The Position

The Service Advisor/Writer is responsible for facilitating strong customer relationships, demonstrating excellent communication skills, and supporting and executing on the day-to-day service administration requirements of the service department. This position will be a front-line representative of the service department, interacting with both customers and internal stakeholders, completing thorough walk around inspections of equipment, promoting and upselling services, keeping customers updated on status of equipment, and ensuring overall a positive customer experience.

Requirements

3+ years of experience in the equipment or automotive service industry
Customer service experience
Very proficient with technology including MS Office
High School Diploma required
Valid driver’s license, with clean driving record
Must be able to pass a pre-employment background check

Nice To Haves

Experience utilizing a dealership business system such as Intellidealer (CDK) considered an asset
College Diploma preferred

Responsibilities

Capture and document customer’s equipment issues accurately and verify customer information, obtaining authorization to complete work by the customer
Create repair orders in the business system, create repair order files, and secure service input cards with customer signatures in standardized repair order jackets
Notify Shop Foreman of incoming work, repair order status, and make updates in business system
Conduct daily walkarounds of yard to get visual confirmation of equipment status
Communicate customer updates with the service team accordingly
Contact customers regarding any changes in the estimate, explain cost and time requirements in detail, and obtain customer authorization before any additional repairs are performed
Handle telephone inquiries from customers regarding inbound work and work in process
Close work orders in a timely manner in alignment with department processes
Collaborate with internal departments as required to ensure an optimal customer experience