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Customer Service Representative

2 months ago

Kingsport, Tennessee, United States Boss Truck Shops, Inc Full time
Job Summary

The Service Advisor is a key member of our team at Boss Truck Shops, Inc, responsible for delivering exceptional customer service and ensuring seamless communication between customers and our service technicians.

Key Responsibilities
  • Customer Service: Greet customers promptly and provide friendly, competent customer service to ensure a positive experience.
  • Scheduling and Workflow: Coordinate the service center's scheduling and workflow to maximize efficiency and productivity.
  • Service Writing: Create estimates and work orders, finalize payments, and follow all cash handling policies to ensure accurate and timely service delivery.
  • Customer Communication: Answer customer questions about service outcomes and consult with technicians as needed to ensure customer satisfaction.
  • Marketing and Sales: Understand marketing and sales strategies to finalize all transactions and promote our services.
  • Repair Coordination: Consult with technicians about needed repairs and communicate those needs with customers to ensure accurate and timely service delivery.
  • Product Knowledge: Comprehend the industry needs by increasing knowledge of products and services to provide expert advice to customers.
  • Customer Needs: Understand customer needs and be able to communicate those needs to technicians and vice versa to ensure accurate and timely service delivery.
  • Store Maintenance: Responsible for keeping all customer-facing items cleaned, stocked, and up to date to maintain a positive customer experience.
  • Merchandise Management: Responsible for receiving merchandise, stocking, and updating pricing for all showroom products to ensure accurate and timely service delivery.
  • Warranty Process: Maintain a complete understanding of the Boss Shop Warranty process to ensure accurate and timely service delivery.
  • Work Assignment: Assign work to all technicians within the guidelines of the company to ensure efficient and productive service delivery.
  • Company Safety: Practice and adhere to all company safety policies and procedures to ensure a safe environment for employees and customers.
  • Attendance: Report for work in a timely manner when scheduled to ensure efficient and productive service delivery.
Additional Job Duties
  • Assist with other duties as assigned to ensure efficient and productive service delivery.
Qualifications
  • Retail or guest service experience preferred.
  • Valid Driver's license and insurable to drive.
  • Able to maintain working knowledge of parts inventory.
  • Able to complete the Service Advisor New Team Member Training within the first 90 days of employment.
  • Able to work on the computer system efficiently.
  • Ability to read, write, and perform math skills.
  • Must possess a positive, enthusiastic attitude.
  • Must be flexible with the ability to adapt to change when required.
  • Demonstrates excellent communication skills.
  • Ability to work a flexible schedule to meet the needs of the business, may require weekends and evenings.
  • Must have reliable transportation and phone.
  • Must be able to communicate in English.
  • Able and willing to deliver friendly, courteous, and prompt customer service.
  • Able and willing to work cooperatively with other team members.
Physical Requirements

The physical demands described here are representative of those that must be met by the Service Advisor to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodation does not create undue hardship for the Company.

  • The employee must occasionally lift and/or move up to 50 lbs.
  • While performing the duties of this job, the employee is required to frequently stand, walk, use hands and fingers, handle or feel, reach with hands and arms, talk, and hear.
  • Occasionally sit, climb, or balance, stoop, kneel, crouch or crawl.