Service Advisor

Are you looking for an opportunity to join an industry leader with a strong foundation of success? Kenworth Sales Company was recently awarded the 2020 Dealer of the Year award and after 75 years of consistent excellence, we are still growing. We have recently joined forces with Truck Enterprises, Inc. and now span 10 states across the country and boast 31 locations with over 1200 employees. We have exciting career opportunities available today in most of our locations. We are always looking for highly motivated individuals with a passion for helping our customers build the kind of success that Kenworth knows so well.

JOB SUMMARY

The primary functions of the Service Advisor Position include: Generating and monitoring customer repair orders, Correct Invoicing of repair orders to Local accounts, COD customers and National Fleet Accounts. Maintaining, updating and distributing Service Department records and files. This job requires constant standing, walking stooping and bending for a duration of 8 to 10 hours per shift. Energetic and Positive Attitude Required.

Previous Experience preferred.
Competitive pay and bonus plan.
Option of a 4 day 10 hour schedule or a 5 day 8 hour schedule.
One Saturday a month required. (Extra day off during the week of a scheduled Saturday shift)
Opportunities for training and advancement.

DUTIES AND RESPONSIBILITIES

1. Deliver excellent customer service in person, via electronic correspondence and over the phone.
2. Personally Coordinates all customer contact with service department including scheduling, appointments, estimates, authorization, regular status updates, responding to repair inquiries, understanding and collecting on invoiced repair orders and responding to customer complaints.
3. Maintains contact with customer throughout the repair process, updating the customer at defined interverals along the way, including proper invoicing and payment collection.
4. Coordinates with Department Management and Shop Foremen to assure completion of approved repairs within the promised timeframe.
5. Monitors repair process and updates customer with any changes to scheduling, approved estimate, agreed upon completion time or additional repairs.
6. Calculates all labor charges based upon published Standard Repair Time and communicates estimated time to customer to obtain approval.
7. Tracks issues on all work orders, both before and after invoicing, resolves issues in a timely manner.
8. Promotes the sales of labor, parts and accessories. Maintains pertinent information on sales, specials, service coupons offers and special rates as offered by Service Department Management.
9. Maintain understanding of Service Bulletins, Campaigns, Federal Recalls and other pertinent literature.
10. Issues and maintains service department purchase orders, receiving properly and completely and forwarding to proper staff for vendor payment.
11. Follows up with customers after repair to resolve any problems or invoicing disputes.
12. Monitors all open repair orders and keeps invoicing up to date to meet service department goals for average days to close.
13. Resolves parts issues with Parts Department Personnel including any delay in delivery of parts and making cores available for inspection by core personnel.
14. Maintains Back Lot order in conjunction with foremen and tracks customers admitted through gate.
15. Maintains a calm, professional demeanor at all times.
16. Maintains open communication with other Service Advisors, Shop Foremen, Service Management, parts personnel and Technicians relaying all information electronically by posting in the work order notes as well as verbally and in written correspondence.

QUALIFICATIONS

Determined self-starter that works well in a group or alone. Ability to read and comprehend English instructions and information. High school diploma or equivalent. Must have a working knowledge of all heavy truck repair methods. Must have the ability to identify and meet Customer needs and requirements. Must be a hard worker, a self-starter and a problem solver. Organizational and time management skills a must. Exceptional phone and Customer service skills required. Appearance must meet the company image and requirements.

WORKING CONDITIONS

This position can be physically demanding. May require lifting up to 50 pounds, sometimes repeatedly. For part of the shift, s/he may work at a desk in an office setting, doing paperwork, filing, and key entry on a computer video monitor. Additionally, during the same shift, s/he will climb stairs, climb in and out of vehicles, stand, stoop, kneel, crouch, and reach, moving about the dealership facility to communicate with managers, employees and customers. Will be exposed to noise, dust, exhaust fumes and a variety of other hazardous and non-hazardous materials. Must be able to lift up to 50 lbs. unassisted on a regular basis. Will be required to wear a Dealership uniform.

BENEFITS

We offer a full benefits package with retirement and paid life insurance. Also includes vacation time, sick days and paid holidays.

Kenworth Sales Company is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to race, color religion, sex, national origin, disability or protected veteran status.