CALL CENTER SERVICE ADVISOR

About the role

Custom Truck One Source is seeking a Call Center Service Advisor to join our team in Kansas City, MO or Fort Worth, TX. This role serves as the initial contact for customers with technical and product issues related to vocational trucks (chassis, lift, digger, crane, etc.). You will diagnose issues over the phone, collaborate on repair plans, and ensure exceptional customer service.

Responsibilities

• Answer inbound emails and phone calls related to service issues in a timely manner.
• Identify problems and services by listening to customer descriptions of symptoms and clarifying issues.
• Prepare repair orders (RO) by documenting symptoms, problems, causes, and required repairs; obtain approval signatures and enter ROs into the service database system.
• Communicate with the parts department to determine and locate part numbers for units.
• Maintain primary communication with customers by providing timeline estimates, answering questions, arranging towing/temporary transportation, and delivering status updates.
• Continually learn about products through provided training and self-directed research.
• Process invoices and payments for service repairs.
• Verify warranty and service contract coverage by examining records and explaining provisions.
• Contact fleet management companies for authorization to start work or provide estimates before repairs begin.

Requirements

• Knowledge of aerial vehicles, equipment, and heavy & light-duty trucks.
• Previous experience in a similar role.
• Extremely detail-oriented and accurate.
• General mechanical aptitude and experience with parts; knowledge of hydraulic, heavy equipment, diesel truck, and/or farm equipment preferred.

Skills

• Exceptional customer service aptitude and strong communication skills.
• Positive attitude and professional demeanor with clients and team members.
• Active listening: Understanding points being made, asking questions appropriately, and not interrupting.
• Effective information sharing: Conveying information clearly to others.
• Critical thinking: Using logic and reasoning to identify strengths/weaknesses of solutions or approaches to problems.
• Problem-solving: Identifying complex problems, reviewing related information, and developing/evaluating options to implement solutions.

Benefits

• 401(k) with employer match.
• Competitive health care coverage.
• Dental, vision, and life insurance.
• Paid vacation, sick leave, and holidays.
• Short-term and long-term disability (STD/LTD).
• Partner discounts.
• Investment in employee development.