Service Writer/Advisor

Yancey Bros. Co.•Pooler, GA

11d•Onsite

About The Position

As a Service Writer / Advisor you will support the Service Manager and act as a liaison between service technicians and customers. This person gathers details from the customer to understand the equipment issues and clearly communicate those issues to the service team for swift resolution. In turn, the Service Writer / Advisor communicates back to the customer with information regarding what was found to be the root cause of the issue, the repair taken to resolve and potential actions needed to prevent in the future. Also, this person will be responsible for upselling additional parts and service when opportunities arise based on inspection findings and the recommended actions / maintenance from the manufacturer. Finally, the Service Writer / Advisor delivers superior customer experience.

Requirements

Strong desire to learn
Self-motivated, disciplined and possess a sense of urgency with a desire to provide superior customer service
Ability to take direction and work in a team environment
Bachelor’s Degree, Associate’s Degree, or Technical School degree in related field required or Equivalent equipment and customer relations experience can be substituted.
High energy, excellent listening / communication skills, and a strong work ethic required
Good technical aptitude
Patient disposition and ability to resolve conflict
Comprehension skills to quickly understand customer concerns as well as potential complex technician recommendations
Skilled in ‘Basic’ computer applications - Word, PowerPoint, Excel, Acrobat and other computer applications associated with the position
The ability to communicate through email and phone - sending & receiving notes, attachments, etc.
Effective use of Cat Systems (or ability to learn)

Nice To Haves

Industry or segment specific experience is preferred

Responsibilities

Interact with customers, listen to their concerns / issues, and provide updates throughout the service repair process (inspection to invoice)
Work within the dealership systems, including the customer communication platform, Modern, to ensure customer understanding and preferred contact info as well as providing updates on estimates, quotes, and repair progress
Consulting with Service Manager and technicians about needed repairs and alternatives that can be offered to meet customer needs
Communicate with customer proper maintenance and practices to limit downtime and extend the life of their equipment
Upsell parts and service, selling the value of Yancey Bros Co, including additional warranty and CVA options
Ensure YBC is delivering superior customer service and addressing situations where the customer does not feel we have delivered
Participate in required safety program, and work in a safe manner.
Additional duties as assigned by manager.