Fleet Service Writer (KG)

Description

Job Title: Fleet Service Advisor

Department: Fleet Maintenance and Operations

Job Summary:

The service advisor's responsibilities include greeting customers, listening to requests, scheduling appointments, estimating costs, verifying insurance, conducting inspections, and test-driving cars. The service advisor will ensure customer service by working with customers to determine their vehicle issues and problems, determining the repair timeline, and working with technicians to convey the customers' concerns with accurate repair descriptions.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Greet customers and maintain a good customer rapport by listening to the customer request, keeping the customer current on the status of their maintenance or repair service and cost as applicable, answering customer questions and concerns
• Ascertains automotive problems and services by listening to customers' descriptions of symptoms, clarifying descriptions of problems, conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules
• Create work orders by describing symptoms, problems, and causes discovered, as well as repairs and services required
  Consulting with mechanics regarding necessary repairs and possible alternatives to expensive repairs
• Use your knowledge of our products and services to provide in-depth information about customers' available parts and service options
• Answer questions about service outcomes, scheduling and booking appointments, vehicle drop-off, and the vehicle pick-up
• Assist in managing and overseeing the shop workflow and schedule as directed by supervisor
• Communicate with customers to advise them about service changes, delays, and readiness
• Ensuring all details on services rendered and costs are related to customers are accurately captured and recorded
• Liaising with service technicians about parts ordering and ensuring parts are available when needed
• Verifies warranty and service contract coverage
• Develops estimates by costing materials, supplies, and labor
• Obtain customer approval required maintenance and repairs
• Updates job knowledge by participating in educational opportunities and reading manufacturers' publications
• Maintains maintenance and repair history files on equipment and source document files electronically and physically to support all reporting details as applicable
• Coordinates with co-workers to assure accurate and proper tracking of work orders and reconciles deviations

Required Skills/Abilities:

• Proficiency with industry-specific software
• Excellent customer service, interpersonal, and communication skills
• Strong organizational, decision-making, and problem-solving skills
• The ability to communicate with mechanics, customers, and management
• Possess strong computer skills, able to read, write, and comprehend written instructional documents in English
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software

Education and Experience:

• High school diploma or equivalent
• At least three years of related experience required or experience in the auto industry
• Automobile Service Consultant Certification (C1) from National Institute for Automotive Service Excellence (ASE) preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Occasional periods of prolonged exposure to loud noises
• Ability to lift up to 75 pounds at times
• Ability to stand, walk, reach with arms and hands as necessary
• Ability to hear and see to position and safety requirement levels
• Occasional exposure to elements such as heat, cold, noise, dust, dirt, and chemicals
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Special Qualifications/Requirements:

• Must be able to successfully pass as required a federal, state, or local government's background investigation
• Valid state driver's license required
• Valid commercial driver's license (A, B, or C with specific endorsements) preferred

Disclaimer:

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Qualifications