Service Administrator

Job description

Position Summary

As a Service Advisor, you will be the main point of contact for our customers, assisting them with their service needs and ensuring a smooth and satisfactory customer experience. The Service Advisor is responsible for receiving customer service calls, understanding, and defining the customer’s repair needs, communicating customer needs to Service Technicians for diagnosis, scheduling and coordinating repairs and preventative maintenance, factory campaigns, ordering parts, providing cost estimates to customers and relaying information to Service Technicians. The ideal candidate will have a strong understanding of equipment maintenance, as well as excellent customer service and interpersonal communication skills. Excellent organizational skills and attention to detail are needed. Your ability to keep things moving smoothly and communicate professionally with a friendly demeanor to both our internal and external customers will keep you at the center of our highly successful service.

Essential Functions & Responsibilities

• Handling incoming service calls via phone and email
• Provide a high level of Customer Service in person, on the phone and via Email.
• Dispatching/scheduling service calls to technicians
• Act as Service liaison between Technician and customer to provide repair updates and establish repair timelines.
• Work closely with the Parts Department to acquire correct parts and pricing and attach correct labor time to each repair.
• Input of new Customer Preventative Maintenance agreements/ordering necessary parts and scheduling with customers/technicians
• Processing credit card transactions online
• Open and close work orders
• Assist in handling customer dispute reports and info for service manager to process.
• Process month end invoicing. Track Work Orders for closing and reports.
• Maintaining Daily Tech Board
• Other tasks as assigned by Management.

Competencies Skills and Abilities

• Good judgment skills and the ability to make decisions quickly
• Excellent communication skills when giving and receiving information
• The ability to multi-task
• Ability to work and collaborate with variety of departments
• Able be organized when gathering and managing information from variety of sources
• Adaptable to be flexible and adaptable to any situation Self-starter continually seeks additional responsibilities. Willingness to go the distance to get something done, including working long hours at times if needed.
• Collaborative: Strong “people orientation”. Can disagree without being abrasive or intimidating.
• Team player.

Education & Experience

• Minimum 2 years’ experience in Service/Parts department
• Industry Experience a plus
• Counter Experience
• Bi-lingual (English/Spanish) helpful but not required
• MS Word and MS Excel proficiency
• High School Diploma or equivalent

Physical Demands & Work Environment

• Talk and hear for extended periods of time.
• Ability to see computer screens and documents and read and synthesize the information and data.
• To sit for extended periods of time.
• The employee is required to walk, stoop, kneel, crouch and lift/move up to 10 pounds.
• The employee is required to regularly use hands to type and use a computer.
• The employee must be able to work around fumes, odors, chemicals and/or loud noises.
• The employee may be required to operate a forklift with appropriate certification(s).

While performing the duties of this job, the employee is required to:

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; use hands to finger, handle, or feel and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

Job Type: Full-time

Pay: $55,000 - $65,000 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Days:

• Monday to Friday

Ability to commute/relocate:

• Phoenix 85040: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person