Customer Service Advisor / Writer

Text SWAZ to 720-637-1216 to apply for this position!

We're seeking a Customer Service Advisor for our Flagstaff, AZ location. This is a full-time position with possible overtime. The shift hours are 6am-2:30 & 12:30pm-9pm, 5 days a week.

Position Objective: The Service Writer/Advisor is the liaison between customers and the repair technicians. Assure that all charges related to work orders are posted properly. Assure all work orders are closed on a timely basis. Must conduct themselves in the presence of customers in a manner that promotes a positive image of the company.

Job Responsibilities

• Answer incoming phone calls and greet walk-in Service Department customers in a timely and friendly manner.
• Schedule service appointments (Obtain customer and vehicle data prior to arrival when possible)
• Prepare, open, maintain and close repair orders.
• Write up customer’s vehicle problems accurately and clearly on repair order.
• Refer to service history, inspect vehicle, and recommend additional services needed. * Provide customer a complete and accurate written quote for repair to include repair time line.
• Obtain customer signature on WO.
• Update customer of any changes in quote and or time line for repair; obtains pre-approval prior to continuing work.
• Explain work and all charges to Customer
• Maintains high customer satisfaction standards
• Maintain follow-up program on service repairs done and additional items found in need of repair.
• Handle customer inquiries in person and on the phone
• Follow up with customers regarding parts ordered for warranty repairs and scheduling a repair once the parts have been sourced.

Qualifications

• Heavy Truck, Diesel or Trailer Service Writing experience
• Mitchell Heavy-Duty Shop Management System Experience +A Plus+
• High school diploma or GED.
• Proficient Computer and Microsoft skills, to be able to write up customers’ needs and concerns in order to effectively communicate with shop foreman and technicians.
• Must be able to multi-task
• Must have effective listening and communication skills in order to assist customers professionally in person or by phone.
• Applicants must pass background check and drug screen
• Strong personal organizational skills as they relate to workload, time management and setting priorities in an unsupervised environment