Service Advisor

Are you ready to join an industry leader with a strong foundation of success? Kenworth Sales Company was awarded the 2020 Dealer of the Year award and after 77 years of consistent excellence, we are still growing!

The world learned just how essential the trucking industry is over the last few years! Come be a part of our success and the valuable impact the trucking industry has on our economy!

Enjoy a fast-paced work environment, interactive role with team members and customers along with many opportunities for growth among our 25 locations in the West and 9 locations in the East.

Full rich benefit package including medical, dental and vision and paid life ins as well as a 401K with an aggressive match, vacation and holiday pay.

Due to federally mandated DOT regulations, Kenworth Sales is a drug-free workplace. Any offer of employment will be contingent on passing a pre-employment drug screening.

Service Advisor Job Summary

The primary functions of the Service Advisor Position include : Monitoring customer repair orders, Accurate estimating of repairs, 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, sitting and bending for a duration of 8 to 10 hours per shift.

Energetic and Positive Attitude and Excellent Customer Service skills Required. Previous experience a must.

Service Advisor Duties and Responsibilities

1. Deliver excellent customer service in person, via electronic correspondence and over the phone.

2. Personally Coordinates customer contact with service foremen and customers including scheduling status, appointments, estimates, authorization, regular status updates, responding to repair inquiries, understanding and collecting on invoiced repair orders and responding to customer concerns.

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 coupon 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 a calm, professional demeanor at all times.

15. Maintains open communication with other Service Advisors, Service Writers, 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.

16. Attend and apply factory and formal training as required.

Service Advisor 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, responsible 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. Previous experience in the field required.

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.