Service Advisor

Service Advisor

This position is responsible for aiding the customer regarding truck & trailer service repairs. The incumbent in this position is expected to model the following practices daily:

· Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
· Acts as the first point of contact by greeting and consulting with customer on service needs
· Opens work orders and assigns job repair to service technician
· Communicates customer repair requests to technicians
· Organizes and sells quotes to the customer
· Handles repair order charges, warranty validations, submissions, and follow ups
· Communicates with customer during all stages of repair service
· Completes all necessary paperwork to complete repair work order for closing and final billing
· Assists in handling customer complaints and concerns
· Identifies comebacks and resolves the issue to the customer's satisfaction
· Treats customers fairly and demonstrates our commitment to superior customer service
· Accepts after hours call out service to meet customer needs
· Communicates job progress to supervisor and customer as needed
· Projects professionalism with both internal and external customers, including personal appearance
· Requires regular and punctual employee attendance
· Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
· Performs other duties as assigned

· Knowledge of heavy duty On-Highway truck operation
· General knowledge of mechanical/technical terminology
· Knowledge and proficiency with current computer software, related hardware, and common dealership computer systems
· Must have outgoing, friendly personality, superior communication, and customer exceptional skills in customer service
· Excellent time management and organizational skills
· Ability to negotiate customer complaints to a satisfactory resolution
· Ability to work independently and as part of a team
· Ability to read, write, and understand information
· Ability to listen to and understand information and ideas presented through spoken words and sentences
· Ability to establish and maintain effective working relationships

· High school diploma or equivalent required; additional continued education such as specialized/technical training or some college courses preferred
· More than two years of work-related experience in a service department required five or more years of experience preferred
· Class A or B CDL preferred

None

· Travel may be required to assist other shops as needed under 10% of the time
· Valid driver's license and acceptable driving record

· Significant amount of time spent sitting
· Constant movement and use of hands, this position requires good manual dexterity
· Communication with customers and constant communication with co-workers
· Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work
· Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue
· Lifts and moves materials and equipment up to 50 lbs.

· Regularly works indoors around moving mechanical parts
· May be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity
· Requires wearing common protective or safety equipment
· Exposure to high noise levels
· Works in extremely bright or inadequate lighting
· Exposure to small quantities of chemicals, dust, steam, high-pressure water, and high-speed rotating equipment
· Exposure to minor burns, cuts, bites, or stings

Please note that the above statements are intended to describe the general nature and level…