Service Advisor I

About the role

The Customer Service Coordinator supports the shop management process through timely customer communications and scheduling, inventory ordering and stocking, repair follow-up and maintenance file management. This role is essential for improving customer satisfaction and enhancing branch productivity.

Responsibilities

• Improve the quality and consistency of customer communications and meet customer's expectations
• Perform customer relationship activities to include customer interface, issue resolution and customer satisfaction
• Execute customer communication protocol pertaining to PM scheduling and follow-up, breakdowns and vehicle status updates
• Drive improvement of Customer Satisfaction (CSI) scores
• Enhance branch productivity through effective work scheduling and planning
• Create repair order tasks and update work planning sheet
• Review maintenance reports to identify and schedule preventative maintenance, repair campaigns and vehicles requiring follow-up
• Cook up coordination with rental counter to identify repair requirements, available substitute units and vehicle wash requirements
• Coordinate outside repair with vendors and customers
• Provide a resource that allows the management team time to effectively manage shop operations
• Contribute to cost containment through effective inventory planning and warranty
• Execute parts inventory management processes to include conducting physical inventory, parts ordering, receiving, stocking, managing purchase orders and parts invoice and coordinating parts pick-up and delivery
• Manage parts obsolescence
• Ship warranty and return parts
• Organize and ensure cleanliness in the parts room
• Effectively handle all incoming shop calls
• Clerical duties within the shop operations which include vehicle maintenance files
• Create repair orders for technicians

Qualifications

• H.S. Diploma/GED
• 1 year or more in customer service or comparable experience with issues resolution
• Strong computer skills including spreadsheets and word processing software

Skills and Abilities

• Detail oriented with excellent follow-up practices
• Capable of multi-tasking, highly organized, with excellent time management skills
• Flexibility to operate and self-driven to excel in a fast-paced environment
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Ability to work independently and as a member of a team

Benefits

• Comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance and disability insurance options
• Paid time off for vacation, illness, bereavement, family and parental leave
• Tax-advantaged 401(k) retirement savings plan

Pay

Hourly minimum pay range: $22.00

Hourly maximum pay range: $23.00