Service Administrator

Service Administrator

Period: 5 months

Location:

McMurray Alberta CAN T9K 0T4

• Reception of contractors and customer
• Coordination of service & advise of work needed/completed
• Admin duties as assigned

• Good communication skills
• Good telephone etiquette
• Computer experience - experience with Excel preferred
• Past experience with service or automotive industry
• Demonstrated success in customer-facing roles

M-F, 7-4, with a 30-minute unpaid lunch break

Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location

Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.

Assesses customers needs and gathers pertinent information

Creates basic work orders in appropriate systems

Provides some status updates to customers, as requested

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Handling conflict situations effectively, with a minimum of noise.

Building strong customer relationships and delivering customer-centric solutions.

Providing direction, delegating, and removing obstacles to get work done.

Interpreting and applying understanding of key financial indicators to make better business decisions.

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

High school diploma or certificate of completion of secondary education or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Dexian will on request provide accommodation for disabilities to support your participation in all aspects of Recruitment, Assessment and selection process.