Shop Office Specialist

Position Summary The Shop Office Specialist serves as a key point of coordination between customers, the Fleet Manager, and the service team. This role supports daily shop operations by managing customer communications, scheduling services, and ensuring efficient workflow. While not a technical position, it requires strong organizational skills and a working understanding of automotive and diesel service processes.

Key Responsibilities Answer and manage incoming customer calls, providing general service information and directing inquiries appropriately

Screen customer concerns to identify service needs and prioritize urgent or DOT-related issues

Schedule service appointments for diesel trucks, fleets, and standard vehicles (cars and light-duty trucks)
Coordinate with the Fleet Manager and technicians to align scheduling with shop capacity and workload

Maintain clear communication with customers regarding appointment details, service status, and timelines

Assist in maintaining service records, work orders, and customer information

Support compliance-related communication for DOT-regulated vehicles (as directed)
Ensure a professional and organized front-office environment

Qualifications

Previous experience in a service, administrative, or automotive shop environment preferred

Strong communication and customer service skills

Ability to multitask and prioritize in a fast-paced environment

Basic understanding of vehicle service terminology (diesel and/or automotive)
Proficiency with scheduling systems, phone systems, and standard office software

Key Competencies Organization and attention to detail

Customer service orientation

Time management and coordination

Team collaboration

Problem identification and escalation

Working Environment Office-based role with frequent coordination with Fleet Manager, Mechanics, and additional shop staff

Exposure to shop-floor environments while coordinating work, including contact with equipment, elevated noise levels, and potential chemical hazards; required use of appropriate PPE.Team collaboration

Problem identification and escalation