Service Advisor - Retail

About the role

The Retail Service Advisor position is responsible for coordinating communication between customers, service technicians, and store team members involving sewing machine repair. This role is part of B-Sew Inn, a family-owned sales organization with over 25 years of experience in the sewing industry.

Responsibilities

• Demonstrates a positive attitude and adheres to BSI culture, finding ways to say yes.
• Greet guests at service check-in and determine their service needs by listening to their concerns.
• Troubleshoot, diagnose, and resolve maintenance/repair issues on various home sewing/embroidery machines.
• Verify warranty and service contract coverage using records in the Point of Sales system.
• Provide service estimates, explain provisions and exclusions, and obtain customer approval for additional costs if needed.
• Write repair orders, describe symptoms, problems, and repairs/services required, and enter orders into the Point-of-Sale system.
• Use sales skills to achieve personal and store goals, overcoming obstacles and recognizing opportunities for sales growth.
• Sell service contracts for machines sold and maintain customer records including current contact information.
• Complete necessary product orders and inventory reports in certain locations.
• Participate in physical inventory and manage difficult or emotional customer situations, ensuring high levels of customer satisfaction.
• Clean shelves, counters, tables, and other general retail areas.
• Perform other duties as assigned.

Qualifications

• A high school diploma or GED is required.
• A 2-year technical degree or similar related field is preferred.
• Ability to learn and apply new skills with minimal supervision.
• Clear and persuasive speaking ability, active listening, and great attention to detail.
• Diligent and punctual, able to follow instructions, and take responsibility for own actions.
• Basic math skills, familiarity with computer skills, and willingness to learn Point of Sale Inventory Functions.
• Ability to lift up to 100 lbs and work in a team-oriented environment.

Skills and Requirements

• Ability to learn and apply new skills, requiring minimal supervision.
• Ability to speak clearly and persuasively in positive or negative situations.
• Great attention to detail.
• Diligent and punctual.
• Ability to follow instructions, respond to management directives, and take responsibility for own actions.
• Basic math skills, including addition, subtraction, multiplication, and division.
• Familiarity with computer skills, especially Point of Sale Inventory Functions.
• Ability to lift up to 100 lbs.
• Ability to work in a team-oriented environment.

Physical Demands and Work Environment

• This position is in a standard retail environment with desktop business equipment and telephone calls.
• Noise level is moderate.
• Regularly stands, walks, reaches with hands and fingers, climbs, balances, stoops, kneels, crouches, or crawls.
• Frequent hearing and talking are required.
• Uses standard office equipment such as computers and phones; keyboard typing is required.
• Occasionally lifts and carries supplies and shipments up to 100 lbs.
• Near vision is used regularly when completing repairs.
• Hearing is used regularly in diagnosing machine issues and making adjustments.