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Service Advisor II

2 months ago

Alpharetta, United States Wheels, Inc. Full time
Job Description:

JOB OVERVIEW
The role of the Service Advisor II is to manage maintenance repairs of cars and medium/heavy duty trucks on behalf of Wheels and within our clients' parameters. This specialized/technical position will spend much of the time negotiating with vendors on proper repair procedures, cost effective pricing, and vehicle downtime. While approving repairs on our client's behalf, special attention must be given to ensure specific Client instructions and approval parameters are followed. When Fleet authorization is required, the Service Advisor should use a consultative approach, including providing a repair recommendation.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS
• Authorize mechanical repairs on behalf of Wheels' Clients
• Ensure safety related and scheduled repairs are completed.
• Approve proper repair based on mileage, months in service, and prior repair history.
• Negotiate the cost of repair to the published fleet price or the pre-negotiated Wheels Network rates & times.
• Adhere to current parts and labor reference guides for parts pricing and labor times.
• Manage Client authorizations, limits, and instructions.
• Conduct proper follow up on all down vehicles and pending transactions.
• Resolve transaction discrepancies with vendors.
• Escalate all Client approvals to team lead or mentor when required.
• Document Client savings
• Clearly and accurately document transaction in activity log
• Submit all component failures repaired at dealerships to the warranty team that qualify for "goodwill adjustments."
• Adhere to contact center scheduling and performance metrics.
• Meet key performance indicators on quality & transactional performance (e.g., coaching/mechanical evaluations, communication, documentation, OON Fees, etc.)
• Understanding of Driver Services, Network Management, MAP & Collision functions
• General knowledge of all Wheels departments
• Other duties may be assigned

LEADERSHIP RESPONSIBILITIES
• This position has no leadership responsibilities

COMPETENCIES - SKILLS
• Technical knowledge of automotive and truck repair
• Knowledge of or hands on experience with:
• Upfitting
• Diesel engines
• Air Brakes
• Trailers
• Refrigeration
• Ability to manage truck roadside, towing, and rentals.
• Ability to independently locate qualified truck vendors.
• Ability to manage the Fleet authorization process.
• Customer service oriented
• Clear, concise communication, both verbally and in writing
• Creative and efficient problem solving
• Negotiation
• Experience with industry labor guides, such as AllData
• Ability to interpret Client specific instructions.
• Proficient in Windows and Microsoft Office (Outlook)

EDUCATION AND EXPERIENCE
• ASE certifications: C1, and 6 of 14 auto or truck certifications (2 must be truck) required
• Two (2) to four (4) years automotive and truck experience or equivalent technical education required
• High School diploma required - some college preferred
• Fleet industry experience a plus

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work Environment:
This position is a remote position and operates in a professional services call center environment.
Positions Type/Standard Schedule: This is a Full-time position and hours of work overnight 11p - 7 a.

Travel: Occasional travel (less than 10%) is expected for this position to visit with client.
Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.

DISCLAIMER
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.