Service Advisor - HOLT Truck Centers

About the role

This position is responsible for aiding the customer regarding truck & trailer service repairs. The incumbent is expected to model the following practices daily: demonstrate alignment with the company's mission and core business values, collaborate with key internal/external resources, and participate in ongoing self-development.

Responsibilities

• Model, promote, reinforce, and reward the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Act as the first point of contact by greeting and consulting with customers on service needs
• Open work orders and assign job repairs to service technicians
• Communicate customer repair requests to technicians
• Organize and sell quotes to the customer
• Handle repair order charges, warranty validations, submissions, and follow-ups
• Communicate with customers during all stages of repair service
• Complete all necessary paperwork to finalize repair work orders for closing and final billing
• Assist in handling customer complaints and concerns
• Identify comebacks and resolve issues to the customer’s satisfaction
• Treat customers fairly and demonstrate a commitment to superior customer service
• Accept after-hours call-out service to meet customer needs
• Communicate job progress to supervisors and customers as needed
• Project professionalism with both internal and external customers, including personal appearance
• Maintain regular and punctual attendance
• Work safely at all times and adhere to all applicable safety policies; comply with all company policies, procedures, and standards
• Perform other duties as assigned

Requirements

• High school diploma or equivalent required; additional continued education such as specialized/technical training or some college courses preferred
• More than two years of work-related experience in a service department required; five or more years of experience preferred
• Class A or B CDL preferred
• Valid driver’s license and acceptable driving record

Skills

• Knowledge of heavy-duty on-highway truck operation
• General knowledge of mechanical/technical terminology
• Proficiency with current computer software, related hardware, and common dealership computer systems
• Outgoing, friendly personality with superior communication and exceptional customer service skills
• Excellent time management and organizational skills
• Ability to negotiate customer complaints to a satisfactory resolution
• Ability to work independently and as part of a team
• Ability to read, write, and understand information
• Ability to listen to and understand information and ideas presented through spoken words and sentences
• Ability to establish and maintain effective working relationships

Physical Requirements

• Significant amount of time spent sitting
• Constant movement and use of hands; requires good manual dexterity
• Constant communication with customers and co-workers
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions; requires visual inspection of work
• Must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue
• Lifts and moves materials and equipment up to 50 lbs.

Work Environment

• Regularly works indoors around moving mechanical parts
• May be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity
• Requires wearing common protective or safety equipment
• Exposure to high noise levels
• Works in extremely bright or inadequate lighting
• Exposure to small quantities of chemicals, dust, steam, high-pressure water, and high-speed rotating equipment
• Exposure to minor burns, cuts, bites, or stings

Travel may be required to assist other shops as needed (under 10% of the time). No supervisory responsibilities.