Service Administrative Assistant

Essential Functions

• Performs multiple functions in the timely process of service calls from opening, adding segments, resolving discrepancies, and closing.
• Reviews service calls for completeness prior to invoicing.
• Completes complex service calls process including three way splits, discounting, and warranty.
• Reviews and accounts vendor invoicing for payment and posts on service calls.
• Processes service calls
• Generates daily service call reports to help assist in work order last date of labor management.
• Provides training as needed for Service Advisors, Service Foreman, and Technicians on various work order processes.
• Serves as a back-up for inbound customer phone calls.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.

Knowledge, Skills and Abilities

• Proficient in the use of Microsoft computer products or other comparable systems required.
• 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 that produce satisfied customers.
• Able to manage complex details accurately and according to schedule.
• Able to develop and maintain effective working relationships with others.
• Consistent attendance.

Education and Experience

• Proof of high school diploma or General Education Degree (GED).
• 2-3 years comparable office experience preferred.
• 1 year 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 Characteristics

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to meet all safety requirements for applicable safety policies.