Service Advisor

About the role

The Service Advisor is the primary point of contact for customers in the service department and plays a key role in ensuring an excellent customer experience. This position is responsible for troubleshooting product issues, coordinating service schedules, creating estimates, and processing service-related transactions.

Responsibilities

• Serve as the first point of contact for service inquiries, maintaining a friendly and professional demeanor.
• Maintain timely and clear communication with customers throughout the service process.
• Respond to phone and email inquiries and follow up on open service tickets as needed.
• Address customer concerns with tact, professionalism, and effective problem-solving.
• Provide continuous collaboration between sales and service departments as a conduit of information between multiple work teams.
• Evaluate sales documentation and coordinate with customers to ensure all delivery data is received and completed.
• Schedule and coordinate service appointments to optimize technician efficiency and minimize customer wait times.
• Troubleshoot technical issues with customers using training on hot tubs, spas, and water treatment systems.
• Identify, order, receive, and distribute parts or supplies using available parts database as needed for service calls.
• Create service work orders and estimates using ERP systems while maintaining accurate records.
• Process customer invoices and handle payments accurately.
• Maintain up-to-date customer and service records in appropriate systems.
• Attend company-provided training and participate in meetings.
• Perform other duties as assigned.

Qualifications

• A high school diploma or equivalent required.
• One (1) year of experience in an office setting, or an equivalent combination of experience, education, and training.
• Familiarity with local geography and customer base is preferred.
• Ability to work independently while supporting a team.
• Comfort working with customers in-person, by phone, and by email.
• Proficiency in Microsoft Office, Google Suite, and ERP software.
• Excellent customer service and conflict resolution skills.
• Strong attention to detail and organizational abilities.

Benefits

• 401K - Employer matching up to 4%.
• 100% Employer paid Dental/Vision for employees and their qualified dependents.
• 100% Paid Employee Life Insurance / Disability.
• Advance your career with exclusive tuition benefits—Aleut employees and subsidiaries enjoy in-state tuition rates plus a 10% discount on University of Alaska Fairbanks online courses and certifications.