Lead Service Advisor

Responsibilities

People:

• Manages all incoming service customers in the drive lane area
• Trains and coaches Advisors by utilizing established processes and procedures to ensure they are knowledgeable and compliant with Keep You Camping™ standards
• Support Advisors by helping them to prioritize their daily workload on a one‑on‑one basis
• Conducts employee performance recaps for the Service Advisors to ensure the established Keep You Camping™ standards are being met
• Teaches sales techniques to maximize daily service growth

Reporting and Auditing:

• Generate daily reports for Service Advisors to identify any open work orders with completed labor that need to be closed
• Review A/R reports to identify any outstanding balances that need to be addressed
• Ensures that Services Advisors keep a current and accurate log
• Review the accuracy of each work order prior to dispatching the work order to the shop
• Quality controls the completed unit with a shop team member (tech or foreman) prior to the customer walking through the unit

Communication:

• Act as the primary contact to the Service Manager for the Advisors and disseminate necessary information to the service team
• Facilitate the quality and efficiency of daily morning meetings to establish a daily game plan
• Attend scheduled training, coach and mentor Advisors for continued development

Customer

Experience:

• Support and coach Advisors in attending to escalated customer complaints, ensuring that a high level of customer satisfaction is obtained during the resolution process
• Responsible for setting a customer‑centric culture and holding team members to those standards

• Experience with RV or Automotive Service Writing.
• Previous customer service experience is required.
• Ability to multitask and complete tasks in a timely and efficient manner.
• Must be extremely detail oriented and organized.
• Familiarity with MS Office Suite.
• Valid driver’s license.

General RV offers a comprehensive benefits package that includes medical, dental, vision, life insurance options, paid vacations and a 401k with company matching.