Service Advisor
Salinas, CA Salinas, CA Full-time Full-time $25 - $30 an hour $25 - $30 an hour 1 day ago 1 day ago 1 day ago Description:
JOB Overview:
The Service Advisor is a key member of our service operations team, ensuring the customer experience is at the forefront of all processes.
The successful advisor will tell you they are an organized multi-tasker that knows how to manage their time effectively.
They would also describe themselves as an ambitious, friendly, detail-oriented and enthusiastic team player that is known for communicating effectively, following through and making decisions with confidence.
If this sounds like you, keep reading! You'll be successful if you have an obsession with great customer service and resolving issues with a sense of urgency.
You'll thrive if you enjoy paying attention to details and thoroughly enjoy establishing positive relations with vendors, customers, technicians, sales and service representatives, and other related TMH Departments.
You'll build great relationships with the technicians you support and become an expert on the territories and the customers they serve.
Imagine yourself as the owner and coordinator of this entire process:
Receive customer or technician request for service/repair Create Service/Repair Quote &/or Work Order Obtain Customer Approval Schedule Technician to do work Communicate status to Customer Ensure Tech completes job, then close the Work Order Issue Bill/Invoice to Customer Your days will all look different, but you'll know you're successful every day if you have answered all your calls, issued work orders for each request, filled your technicians schedule for the following day and billed all of your completed work.
JOB DUTIES /
Responsibilities:
General Provide quick response in answering all customer phone, email and onsite will call inquiries.
Use all resources necessary to ensure both customer needs, and the commitments we've made to them, are met as quickly as possible.
Provide status of work flow to customers and key internal stakeholders, including sales/service team and branch management when appropriate.
Establish great relationships with your Parts team and Sales Coordination team partners to ensure ongoing communication regarding parts availability and order status.
Escalate situations where timely resolution is at risk.
Take on additional duties and responsibilities when requested by management.
Service Writing Provide quotes to both internal and retail customers within 24-hours of receiving request.
Create on-the-spot repair quotes based on calls from technicians who are at customer sites.
If you support our shop, work with the shop foreman to confirm quote pricing and timing.
Look up all needed parts and obtain parts pricing and/or work with the parts team to ensure accuracy.
Open all work orders with complete equipment, complaint and customer contact information.
Dispatch Ensure every customer call is answered - we don't love voice mail at all! Perform labor batching for your Technicians at the beginning of each day, ensuring all applied labor is accounted for and applied to a work order.
Ensure a full day's work for each technician through efficient scheduling; Notify Service/Branch Manager by 2pm if workload will be less than 100% for the next day.
Ensure no Technician begins his/her day on an internal customer repair (Rental, PM, FM, Used) Provide equipment service histories and warranty information to technicians for each job.
Dispatch technicians to jobs as they are received, noting all critical information, including specific customer words used when describing their needs on the work order.
Always dispatch the nearest and available technician to the job to minimize drive time and increase response.
Perform daily review of Work in Progress (WIP) reports and work with internal stakeholders to resolve disputes within 24 hours, escalating and providing status if timing can't be met.
Work Order Completion Ensure accuracy of completed work orders include the following before closing:
All necessary parts related to the job performed Technician notes and appropriate photos Labor, fees and pricing Clear notation of complaint, cause and correction for each repair Bring any work orders with questionable time and/or descriptions to the manager's attention.
Ensure labor timecards are completed and accurate with the work performed prior to performing the labor batch process.
Ensure Preventive Maintenance (PM) contracts are updated as needed including cancellations, address and contact changes, equipment addition/removal, etc.
Coordinate with Sales & Fleet Insight Coordinators and other team members to:
Ensure accurate and timely closing of used, new equipment, rental and FM work orders.
Maintain a clean FM WIP, reviewing and escalating questionable work orders when necessary.
Billing Review and bill available completed work in progress (WIP) beginning with oldest completed to the newest every day.
Requirements:
High school graduate.
3-5 years customer service experience, including dispatch, billing, service orders or related responsibilities Demonstrated expertise in the multi-tasking of multiple clerical responsibilities concurrently Friendly and professional manner, with excellent organizational and time management skills Detail-oriented with strong follow-through skills Courage and confidence to make decisions with minimal input Excellent communications skills both written and verbal Experience using multiple computer applications at one time Strong skills across Microsoft Office Suite - Outlook/Word/Excel Ability to work independently at a home office that has high speed internet, minimal to no distractions during work hours (7:
30-4:
30) and willingness to work at W.
Sacramento branch when required/requested Desired Administrative or business degree.
Additional experience, education and/or training in related industry.
Estimated Salary: $20 to $28 per hour based on qualifications.
JOB Overview:
The Service Advisor is a key member of our service operations team, ensuring the customer experience is at the forefront of all processes.
The successful advisor will tell you they are an organized multi-tasker that knows how to manage their time effectively.
They would also describe themselves as an ambitious, friendly, detail-oriented and enthusiastic team player that is known for communicating effectively, following through and making decisions with confidence.
If this sounds like you, keep reading! You'll be successful if you have an obsession with great customer service and resolving issues with a sense of urgency.
You'll thrive if you enjoy paying attention to details and thoroughly enjoy establishing positive relations with vendors, customers, technicians, sales and service representatives, and other related TMH Departments.
You'll build great relationships with the technicians you support and become an expert on the territories and the customers they serve.
Imagine yourself as the owner and coordinator of this entire process:
Receive customer or technician request for service/repair Create Service/Repair Quote &/or Work Order Obtain Customer Approval Schedule Technician to do work Communicate status to Customer Ensure Tech completes job, then close the Work Order Issue Bill/Invoice to Customer Your days will all look different, but you'll know you're successful every day if you have answered all your calls, issued work orders for each request, filled your technicians schedule for the following day and billed all of your completed work.
JOB DUTIES /
Responsibilities:
General Provide quick response in answering all customer phone, email and onsite will call inquiries.
Use all resources necessary to ensure both customer needs, and the commitments we've made to them, are met as quickly as possible.
Provide status of work flow to customers and key internal stakeholders, including sales/service team and branch management when appropriate.
Establish great relationships with your Parts team and Sales Coordination team partners to ensure ongoing communication regarding parts availability and order status.
Escalate situations where timely resolution is at risk.
Take on additional duties and responsibilities when requested by management.
Service Writing Provide quotes to both internal and retail customers within 24-hours of receiving request.
Create on-the-spot repair quotes based on calls from technicians who are at customer sites.
If you support our shop, work with the shop foreman to confirm quote pricing and timing.
Look up all needed parts and obtain parts pricing and/or work with the parts team to ensure accuracy.
Open all work orders with complete equipment, complaint and customer contact information.
Dispatch Ensure every customer call is answered - we don't love voice mail at all! Perform labor batching for your Technicians at the beginning of each day, ensuring all applied labor is accounted for and applied to a work order.
Ensure a full day's work for each technician through efficient scheduling; Notify Service/Branch Manager by 2pm if workload will be less than 100% for the next day.
Ensure no Technician begins his/her day on an internal customer repair (Rental, PM, FM, Used) Provide equipment service histories and warranty information to technicians for each job.
Dispatch technicians to jobs as they are received, noting all critical information, including specific customer words used when describing their needs on the work order.
Always dispatch the nearest and available technician to the job to minimize drive time and increase response.
Perform daily review of Work in Progress (WIP) reports and work with internal stakeholders to resolve disputes within 24 hours, escalating and providing status if timing can't be met.
Work Order Completion Ensure accuracy of completed work orders include the following before closing:
All necessary parts related to the job performed Technician notes and appropriate photos Labor, fees and pricing Clear notation of complaint, cause and correction for each repair Bring any work orders with questionable time and/or descriptions to the manager's attention.
Ensure labor timecards are completed and accurate with the work performed prior to performing the labor batch process.
Ensure Preventive Maintenance (PM) contracts are updated as needed including cancellations, address and contact changes, equipment addition/removal, etc.
Coordinate with Sales & Fleet Insight Coordinators and other team members to:
Ensure accurate and timely closing of used, new equipment, rental and FM work orders.
Maintain a clean FM WIP, reviewing and escalating questionable work orders when necessary.
Billing Review and bill available completed work in progress (WIP) beginning with oldest completed to the newest every day.
Requirements:
High school graduate.
3-5 years customer service experience, including dispatch, billing, service orders or related responsibilities Demonstrated expertise in the multi-tasking of multiple clerical responsibilities concurrently Friendly and professional manner, with excellent organizational and time management skills Detail-oriented with strong follow-through skills Courage and confidence to make decisions with minimal input Excellent communications skills both written and verbal Experience using multiple computer applications at one time Strong skills across Microsoft Office Suite - Outlook/Word/Excel Ability to work independently at a home office that has high speed internet, minimal to no distractions during work hours (7:
30-4:
30) and willingness to work at W.
Sacramento branch when required/requested Desired Administrative or business degree.
Additional experience, education and/or training in related industry.
Estimated Salary: $20 to $28 per hour based on qualifications.
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