Service Writer/Advisor- Dealer Uptime Advocate

About the role

The Dealer Uptime Advocate serves as the main point of contact to schedule customer’s vehicle(s) for preventative maintenance (PMs) and outstanding recalls and campaigns. They proactively monitor On Command Connection for active faults, providing insights, recommendations, and scheduling options to help customers make informed decisions. Once units are in service—whether scheduled or unscheduled—the advocate remains the primary contact for the customer and servicing dealer throughout the service event.

Responsibilities

• Proactively monitor On Command Connection for active faults and provide insights, recommendations, and scheduling options to customers.
• Serve as the main point of contact to schedule customer vehicle(s) for PMs, recalls, and campaigns.
• Act as the primary liaison between the customer, servicing dealer, and selling dealer during service events.
• Manage high-volume communications to ensure the servicing dealer updates the customer on repair status and estimated timelines.
• Address customer concerns when repairs do not meet expectations by collaborating with servicing dealer management to clarify issues and expedite repairs.
• Leverage Standard Operating Procedures to ensure consistent Uptime experiences and mitigate escalations across the dealer network.

Qualifications

• High School Diploma required.
• Minimum 1 year of experience in a related field, such as service advisor or writer, preferred.
• Both mechanical and technical acumen.
• Valid Driver’s License with a clean driving record.
• Ability to pass a background check and drug test.

Skills

• Strong attention to detail, time management, and organizational skills.
• Proficiency in Microsoft Office products (Excel, PowerPoint) and Windows-based computer systems.
• Experience with web-based applications, On Command Connection, and International I360 (preferred).
• Excellent verbal and written communication skills.
• Ability to prepare project documentation, including reports and presentations.
• Strong interpersonal skills to collaborate with departments and supervisors.

Benefits

• 401K with 4% company match.
• Paid time off for vacations and holidays, including 6 paid holidays annually.
• Medical, dental, vision, and prescription drug coverage.
• Life, AD&D, and short-term disability insurance.
• Opportunities for advancement.

Pay

$18.00–$20.00 per hour (based on experience).

Schedule

Monday–Friday, 8:00 AM–5:00 PM, with some overtime required.