Service Advisor

Bring your skills to the 2025 Kenworth Dealer of the Year! Kenworth Sales Company, a 38-location Kenworth and Isuzu truck dealership group, is looking for a Service Advisor to join our Keyser, WV team.

About the role

The primary function of the Service Advisor is to generate, monitor and close all repair orders and to assist the Service Manager in the management of Service Department records and files.

Due to federally mandated DOT regulations, Kenworth Sales Company is a drug-free workplace. Any offer of employment will be contingent on passing a pre-employment drug screening.

Responsibilities

• Personally coordinates all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status-of-repair inquiries, payment terms and complaints.
• Generates and maintains all work orders and repair orders.
• Assists customer in identifying needed services.
• Issues clear repair instructions to Service Foremen/Technicians.
• Coordinates with Service Manager to assure completion of work within time promised to customer.
• Monitors progress of repairs and updates customer on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.
• Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders.
• Closes all repair orders in coordination with Service Manager. Reconciles original repair order with final invoice.
• Summarizes Service technician’s time cards, balances with repair orders, and transmits to Payroll Clerk. Tracks down and resolves all discrepancies prior to transmitting.
• Ensures timely, competent and courteous relations with service customers. Analyzes quality control report.
• Promotes the sales of labor, parts and accessories during customer contact. Maintains follow-up with customer on suggested repairs.
• Maintains up-to-date information on hourly service rates, service specials, etc. offered by competitors.
• Maintains technical bulletins and other service shop literature.
• Issues Non-inventory Purchase Orders as authorized by management. Receives purchase orders, as issued by other employees only.
• Controls cash box for Service Department, including accepting payment from customers, reporting cash balances to Credit Manager and securing box at close of business.
• Assists Service Manager in the management of Service Department files and records. Types forms, letters, correspondence and answers phone as directed by Service Manager, including manufacturer pre-delivery forms.
• Staggers lunch hour with Service Manager to cover phones daily.
• Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.
• Issues workers’ compensation “First Report of Injury” forms to injured employees. Ensures forms are correctly completed and returned immediately. Directs injured employee to necessary medical treatment. Promptly forwards reports to Service Manager for review for processing of claim.
• Maintains current injury ledger. Monitors first aid box and keeps filled with necessary supplies.

Requirements

• Ability to read and comprehend English instructions and information.
• High school diploma or equivalent.
• Working knowledge of all heavy truck repair methods.
• Ability to identify and meet customer needs and requirements.
• Hard worker, self-starter, and problem solver.
• Organizational, communication, and time management skills.
• Exceptional phone and customer service skills.
• Appearance must meet the company image and requirements.

Working Conditions

• Physically demanding; may require lifting up to 50 pounds.
• Will stoop, kneel, crouch, crawl, reach, handle and feel.
• Exposure to noise, vibration, dust, exhaust fumes, paint, and other hazardous and non-hazardous materials.
• Must climb in and out of customer’s vehicles to record information.
• Desk work, telephone, and completing paperwork required.
• Must wear a dealership uniform.

Pay

$20.00 - $25.00 per hour.

Benefits

• Comprehensive Health and Dental insurance.
• Flexible Spending Accounts (FSAs) with FLEX Card.
• Group Life Insurance.
• Short Term & Long-Term Disability Insurance.
• Voluntary Life Insurance.
• Corporate Holidays, Paid Vacation and Personal Leave.
• 401(k) plan with company match.
• Voluntary Supplemental Insurance plans.

About the Company

Kenworth Sales Company is a family of companies based in Salt Lake City, Utah, with over 38 dealerships in the Intermountain West and Mid-Atlantic regions. An Equal Opportunity employer and a smoke-free/drug-free facility. Veterans are encouraged to apply!