Support Service Account Manager - Fairbanks, AK

About the Role

TrailerCraft's Support Service Account Manager / Service Advisor is responsible for making a great first impression with customers at all times and providing outstanding customer service from that first impression until final delivery. We're now hiring for our Fairbanks location! Helping customers satisfy their transportation needs since 1986, Gordon Truck Centers, Inc. (GTC) is an expanded network of 19 dealerships doing business as Gordon Truck Centers, Freightliner Northwest, Western Star Northwest, TrailerCraft, Western Mountain Bus, and Freightliner of Hawaii.

Responsibilities

• Greet and communicate with customers and initiate service write-up for repairs.
• Accurately take customer information, record the customer’s requests, and prepare written estimates.
• Schedule and plan related work in the shop directly with the service foreman.
• Communicate directly and effectively with shop management and problem solve with the team.
• Communicate with the customer/driver on the status of repair at all times.
• Open and close repair orders, enter other work needed, check for warranty coverage, and use system and processes.
• Assist with overseeing correct data entry on all repair orders, ensuring accuracy of all data and codes.
• Collect purchase order information, warranty information, and/or customer payment.
• Maintain a safe and organized work environment.
• Accept ownership for accomplishing new and different requests and exploring value-added opportunities.
• Develop and grow the position.
• Perform other duties as business needs require.

Requirements

• High School diploma or equivalent preferred.
• Previous Service Advisory experience preferred or one year or more related experience in a repair facility.
• Technical knowledge of heavy-duty vehicles preferred but not required.
• Previous customer service experience required.

Qualifications

• Must be professional and safety-minded at all times.
• Excellent communication skills, both verbal and written, and strong listening skills.
• Good customer service skills.
• Ability to prioritize and multi-task.
• Able to work with minimal supervision and direction.
• Ability to work independently as well as part of a team.

Job Conditions

Physical: Requires sitting, typing, 10-key, walking, and some stairs. Occasional lifting. Climbing around heavy-duty vehicles. Extensive use of telephone and computer keyboard.

Environmental: Indoors with occasional outdoor duties in seasonal weather conditions. Some noise while visiting other departments.

Schedule

Monday - Friday, 8AM to 5PM (1-hour lunch)

Pay

$20-30 per hour + incentive, based upon experience

Benefits

Gordon Truck Centers, Inc. (GTC) provides a healthcare plan covering medical, dental, vision, and prescription benefits for eligible employees, along with basic group term life insurance and an employee assistance program (EAP). Eligible employees can enroll in a Health Savings Account (HSA). Tuition reimbursement and profit sharing are available. For retirement, GTC offers traditional pre-tax 401(k) and post-tax Roth 401(k) options, with a dollar-for-dollar match up to 3% of income for qualifying employees. Employees receive paid vacation, personal time off (PTO), and six paid holidays. More details at https://www.gordontruckcenters.com/benefits.