Service Writer Advisor
4 weeks ago
• Hours: Mon - Fri 9AM to 5PM with possible overtime between 7am and 9 am
• Must Haves: Worked in a customer service, Automotive repair sales experience, looking for a career move
• Level of education required: High school diploma or equivalent
• Years of experience required: At least 2 years
Job Summary
Serves as primary customer contact to promote quality customer service and increase business within the branch location.
Key Responsibilities
Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
Analyze customer's needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work
Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.
Works with the Service Supervisor and/or Team Lead to schedule job assignments
Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers
Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction
Job Summary:Serves as first point of contact with customer to promote quality customer service and assist withincreasing business within the branch locationKey Responsibilities:Serves as the first point of contact with customers either on the phone or at the branch, developingpositive relationships with key customers.Assesses customers needs and gathers pertinent informationCreates basic work orders in appropriate systemsProvides some status updates to customers, as requestedQualifications and CompetenciesCompetencies:Communicates effectively - Developing and delivering multi-mode communications that convey aclear understanding of the unique needs of different audiences.Manages conflict - Handling conflict situations effectively, with a minimum of noise.Customer focus - Building strong customer relationships and delivering customer-centric solutions.Directs work - Providing direction, delegating, and removing obstacles to get work done.Financial acumen - Interpreting and applying understanding of key financial indicators to makebetter business decisions.Instills trust - Gaining the confidence and trust of others through honesty, integrity, andauthenticity.Diagnostics Application - Translates customer complaints to develop troubleshooting plan;troubleshoots issue following guided work flows, procedures, specialized equipment such asmechanical and electronic service tools, and diagnoses computer software to isolate failedcomponents to enable a successful repair; validates repair by duplicating complaint to ensure it hasbeen resolved; documents results of troubleshooting in business systems to communicate what hasbeen done for payment and historical tracking.Warranty Process - Analyzes customer issues to verify root cause of failure and associatedprogressive damage using Cummins published service information; interprets the warrantyadministration manual to determine eligibility for coverage and claim requirements; identifies itemsassociated with repair that can be covered and communicates to stakeholders; files a claim in theappropriate system using proper documentation and requirements to receive accurate settlement.Technical Escalation - Obtains product technical issue information and utilizes available resourcesincluding data management tools; elevates issues to a higher level of expertise, balancingtimeliness of customer response with investigation efforts; captures all troubleshooting steps in theappropriate database in order to ensure seamless transitions and accurate response to ticketresolution in a timely manner.Service Documentation - Creates and verifies customer, equipment and technical information;captures specific data using required service tools; follows procedures and documents requiredinformation in the service management system in order to have an accurate record of the workdone.Electronic Service Tool Application - Identifies the suite of available hardware and software toolsrequired for a service event; utilizes the appropriate electronic tool set to maintain the product ordiagnose and troubleshoot an issue; interprets electronic tool results or recommendations todetermine next steps for service resolution.Education, Licenses, Certifications:High school diploma or certificate of completion of secondary education or equivalent experience tothe extent such experience meets applicable regulations.This position may require licensing for compliance with export controls or sanctions regulations.Experience:Requires significant relevant work experience or specialized skills obtained through education,training or on-the-job experience.
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