Administrative Assistant, Service

Responsibilities

• Performs multiple functions in the timely processing of service calls, including opening, adding segments, resolving discrepancies, and closing.
• Reviews service calls for completeness prior to invoicing.
• Completes complex service call processes, including three-way splits, discounting, and warranty handling.
• Reviews and accounts for vendor invoicing, ensuring payment and posting on service calls.
• Processes service calls and generates daily service call reports to assist in work order management.
• Provides training for Service Advisors, Service Foremen, and Technicians on various work order processes.
• Serves as a backup for inbound customer phone calls.
• Adheres to all customer care standards and safety policies, procedures, and standards.
• Actively promotes safety and advocates for a safe work environment at Western States.
• Supports Western States’ strategic programs, projects, and initiatives through training and teamwork.
• Works within and promotes the corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Requirements

• Proficient in the use of Microsoft computer products or other comparable systems.
• Ability to comprehend, capture, and interpret customer and equipment information independently.
• Ability to learn and use new computer systems.
• Proficient keyboarding skills.
• Strong verbal communication and customer relationship skills to ensure customer satisfaction.
• Ability to manage complex details accurately and according to schedule.
• Ability to develop and maintain effective working relationships with others.
• Consistent attendance.

Qualifications

• Proof of high school diploma or General Education Degree (GED).
• 2-3 years of comparable office experience preferred.
• 1 year of customer service experience required.
• Heavy equipment and/or diesel truck repair knowledge preferred.
• Must be able to communicate (speak, read, comprehend, write) in English.

Physical Requirements

• Must be able to sit for long periods of time, as well as walk, stand, climb stairs, reach, push, pull, lean, and twist.
• Must be able to meet all safety requirements for applicable safety policies.