Customer Service Advisor​/Writer

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We're seeking a Customer Service Advisor for our Flagstaff, AZ location. This is a full‑time position with possible overtime. The shift hours are 6am‑2:30 & 12:30pm‑9pm, 5 days a week.

Position Objective: The Service Writer/Advisor is the liaison between customers and the repair technicians. Assure that all charges related to work orders are posted properly. Assure all work orders are closed on a timely basis. Must conduct themselves in the presence of customers in a manner that promotes a positive image of the company.

• Answer incoming phone calls and greet walk‑in Service Department customers in a timely and friendly manner.
• Schedule service appointments (Obtain customer and vehicle data prior to arrival when possible)
• Prepare, open, maintain and close repair orders.
• Write up customer’s vehicle problems accurately and clearly on repair order.
• Refer to service history, inspect vehicle, and recommend additional services needed. Provide customer a complete and accurate written quote for repair to include repair time line.
• Obtain customer signature on WO.
• Update customer of any changes in quote and or time line for repair; obtains pre‑approval prior to continuing work.
• Explain work and all charges to Customer.
• Maintains high customer satisfaction standards.
• Maintain follow‑up program on service repairs done and additional items found in need of repair.
• Handle customer inquiries in person and on the phone.
• Follow up with customers regarding parts ordered for warranty repairs and scheduling a repair once the parts have been sourced.

• Mitchell Heavy‑Duty Shop Management System Experience +A Plus+
• High school diploma or GED.
• Proficient Computer and Microsoft skills, to be able to write up customers’ needs and concerns in order to effectively communicate with shop foreman and technicians.
• Must be able to multi‑task.
• Must have effective listening and communication skills in order to assist customers professionally in person or by phone.
• Applicants must pass background check and drug screen.
• Strong personal organizational skills as they relate to workload, time management and setting priorities in an unsupervised environment.