Service Advisor

4 weeks ago

St Louis Missouri, United States Truck Centers, Inc. Full time
Job Description

The Service Advisor is the first line of customer engagement within our busy Service department. The Service Advisor greets in-person and remote customers, records repair needs and operating complaints, documents information, and performs a preliminary inspection of the equipment to start the assessment process. Our Service Advisors are skilled customer service pros that make all customers feel welcomed and a top priority even in a fast-paced setting that requires a calm demeanor and steady work ethic.

This position will work Wednesday-Saturday, 6am-4pm.

WHAT WE OFFER:

401(k) with company match

Health insurance with 3 plan options to choose from

Vision Insurance

Dental Insurance

Paid time off including paid volunteer time

Disability insurance

FSA and HSA options

Company paid Life and AD&D insurance

Maternity leave

Employee assistance program

Wellness program

Company paid uniforms

OEM and vendor certification training at no cost through our state-of-the-art Training Center at our Troy & South Bend campuses to maintain your certifications and obtain new ones

Tool insurance at no cost

Company-supplied specialty tooling

WHAT YOU'LL DO:

Greet customers upon arrival to our Service department and render assistance.

Create repair orders and schedule appointments using Dealer Management System, tablet devices, and other provided resources to thoroughly document customer complaints, repair type, and customer information.

Interview drivers to clarify complaint(s), conduct initial vehicle inspection, reiterate issues, and confirm all topics of concern for the RO.

Confirm account payment status, recalls, vehicle repair history, and warranty coverage.

Maintain open communication with customers to throughout the repair process.

Create sublet purchase orders for towing charges.

Obtain initial approvals to begin the repair assessment process and notify Service Dispatcher that the vehicle is ready for assessment.

Inform customers of dealership amenities and arrange for shuttling of waiting customers with Dispatch team.

Collaborate with Dispatch department to pickup and deliver vehicles for Service work when requested.

Monitor customer satisfaction reports and take proactive action to address opportunities for improvement to maintain a high level of customer satisfaction with TCI, our products, and services.

Possess positive customer service skills to effectively communicate the scope of repairs performed, answer questions with a solutions-focused attitude, and guide them through our Service workflow process.

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