Service Advisor

About the role

We are seeking a Service Advisor to join our dynamic team at TransChicago Truck Group. The ideal candidate will manage customer communication regarding vehicle repair needs, ensuring clear understanding of repairs and costs, and providing regular updates.

Responsibilities

• Greet customers and initiate the write-up process by verifying key information such as vehicle ownership, contact details, payment methods, authorization for repairs, warranties, and open campaigns/recalls.
• Perform inspections of customer equipment and document service needs based on findings.
• Create repair orders in the dealer management system (Procede) and secure customer signatures.
• Notify the foreman and parts department of incoming work and update comments in Decisiv through workflow.
• Communicate updates from the customer to the foreman in Decisiv, ensuring all necessary documentation is updated and attached.
• Convey diagnosis updates from the shop and upsell additional repairs recommended by technicians.
• Ensure vehicles are parked in designated areas, verifying security and accessibility of keys.
• Manage Work in Process and provide customers with updates via their preferred method.
• Track status of all trucks in the shop and provide customers with updates consistently.
• Acquire customer approvals, provide estimates, book, and close all retail service tickets.
• Assist with closing other repair orders as needed.
• Answer phones and greet customers professionally, acting as a liaison between the Service Department and the customer.
• Communicate with customers throughout the invoice process and advocate for a positive survey response.

Requirements

• Strong customer service skills and the ability to empathize with customers.
• Prior experience as a Service Advisor or Writer in the trucking or automotive industry is preferred.
• Ability to work effectively with a diverse range of personalities and emotional states.
• Excellent oral and written communication skills, with frequent and detailed documentation required.
• Mechanical inclination and attention to detail.
• Commitment to completing Service Advisor training in DTNA ARC, Decisiv, and Procede.
• Valid driver's license and ability to meet insurance requirements.

Compensation & Benefits

• Base salary of $40,000 plus commission based on repair order tickets written.
• Benefits package includes Medical Insurance, Vision Insurance, Dental Insurance, Life and AD&D Insurance, Disability Insurance, Flexible Spending Account (FSA), 401(k) with company match, Paid Time Off (PTO), Paid Sick Time, and Paid Holidays.
• Additional voluntary benefits include an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance.