Service Advisor

Summary:

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.

• Knowledge, education and/or experience:
• Requires a high school diploma or equivalent
• Transportation refrigeration product knowledge is a plus

Skills:

• Basic computer skills
• Exceptional telephone etiquette skills
• Strong customer service skills
• Strong organizational skills

Abilities:

• Apply good judgment in recognizing scope of authority
• Able to read and interpret billing statements and work orders
• Communicate clearly and effectively

Working conditions:

• This job operates in a parts store/repair shop environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Physical demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.