VTRL Service Advisor, Birmingham

About Us

Velocity Truck Rental and Leasing is a rapidly growing, employee and customer focused company, servicing the Commercial Truck Rental and Full-Service Lease markets. With over 1,600 company trucks in our local markets plus the support of NationaLease across the country, we have proven to be a premier partner. Velocity Truck Rental and Leasing is part of the Velocity Vehicle Group family, a premium commercial brand medium to heavy truck dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on-demand parts.

What’s in it for You

Velocity Truck Rental and Leasing is a fast-paced and growing organization that is looking for candidates ready for a daily challenge and eager to provide superior customer service both internally and externally. We offer a fantastic culture as well as competitive pay, 401K with match, medical, dental, and vision benefits.

Schedule

Monday-Friday 9:00am-5:30pm

Purpose

An integral and vital part of the customer service experience is the way service personnel interact with our customers. This position is crucial to achieving the highest customer satisfaction by performing duties in accordance with current OEM practices and our company’s procedures.

Requirements

• Minimum of 2 years administrative, technical, or supervisory experience in the Medium/Heavy Duty truck industry.
• Knowledge of trucks and parts is an asset.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct themselves in a professional manner.
• Can work other shifts for coverage of sick days or vacation relief.
• Strong communication and interpersonal skills.
• Must be detail-oriented with the ability to multi-task and maintain a strong focus on quality, accuracy, and attention to detail.
• Exceptional problem-solving skills and the ability to remain calm under pressure.
• Ability to work in a high-volume, fast-paced environment with a customer service focus.
• Must be able to pass a post-offer drug screening, physical examination, and background check.

Responsibilities

• Customer interaction addressing inquiries and concerns professionally and promptly.
• Greet customers in a timely, friendly manner and obtain all specific vehicle/customer information required for proper repairs, contacting customers, and invoicing.
• Maintain a customer-focused approach to ensure a positive branch experience.
• Create, assign, and maintain accurate service orders and records, including detailed notes.
• Maintain sublet processes, ensuring that required documentation is complete and in compliance with regulations and standards.
• Support department performance with safety regulations and standards in all maintenance and repair activities, new and returning units processes.
• Collaborate with branch staff to ensure seamless communication and cooperation.
• Provide support to Managers and other team members as needed.
• Promote a positive and cooperative work environment.
• Collaborate with the service team to ensure trucks are ready to rent.
• Utilize blue and red tag programs to identify down and ready-to-rent units.
• Clearly identify damage to units.
• Responsible for the receipt and flow of all incoming work, communication with customers, and constant communication with all other internal departments.
• Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
• Obtain customer signature on the repair order and provide the customer with a copy of the repair order.
• Understand, communicate, and evaluate all vendors and OEM warranty guidelines, approval processes, and policies during the write-up and repair process.
• Establish customers’ method of payment, Purchase Order requirements, and estimate requirements if needed at the time of write-up.
• Investigate the progress of vehicle repairs and contact the customer with status changes/promise time if required.
• Ensure vehicles are parked in assigned areas, trucks are locked, and keys are tagged and properly stored.
• Explain completed work and charges to the customer.
• Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.
• Effectively utilize OEM Service Portals at the time of write-up.
• Work Order review, edit, and data entry as needed to prepare the Work Order for final review by the Service Manager.
• Assist Parts Coordinator with receiving parts from suppliers, issuing parts to Technicians, and adding parts to work orders on the correct job lines (or move to correct job lines) as needed.
• Assist in all duties of lesser classification when applicable, and other work-related duties as directed by management, including providing support to Service and Rental departments.

Pay

$20-$26/hour (based on experience and qualifications)

Benefits

• 401k with match
• Health, Dental, and Vision Insurance plus HSA & FSA
• Employer-paid Life Insurance
• Paid Vacation Days
• Generous Sick Leave time
• Company perks such as employee discounts, company events, and training programs
• Excellent Training and Career Advancement Opportunities