Service Advisor - HOLT Truck Centers

1. Demonstrate alignment with the company's mission and core business values;
2. Collaborate with key internal/external resources;
3. Participate in ongoing self-development.

Key Responsibilities

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Acts as the first point of contact by greeting and consulting with customer on service needs
• Opens work orders and assigns job repair to service technician
• Communicates customer repair requests to technicians
• Organizes and sells quotes to the customer
• Handles repair order charges, warranty validations, submissions, and follow ups
• Communicates with customer during all stages of repair service
• Completes all necessary paperwork to complete repair work order for closing and final billing
• Assists in handling customer complaints and concerns
• Identifies comebacks and resolves the issue to the customer’s satisfaction
• Treats customers fairly and demonstrates our commitment to superior customer service
• Accepts after hours call out service to meet customer needs
• Communicates job progress to supervisor and customer as needed
• Projects professionalism with both internal and external customers, including personal appearance
• Requires regular and punctual employee attendance
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Skills, Knowledge & Expertise

• Knowledge of heavy duty On-Highway truck operation
• General knowledge of mechanical/technical terminology
• Knowledge and proficiency with current computer software, related hardware, and common dealership computer systems
• Must have outgoing, friendly personality, superior communication, and customer exceptional skills in customer service
• Excellent time management and organizational skills
• Ability to negotiate customer complaints to a satisfactory resolution
• Ability to work independently and as part of a team
• Ability to read, write, and understand information
• Ability to listen to and understand information and ideas presented through spoken words and sentences
• Ability to establish and maintain effective working relationships

Benefits

• High school diploma or equivalent required; additional continued education such as specialized/technical training or some college courses preferred
• More than two years of work-related experience in a service department required five or more years of experience preferred
• Class A or B CDL preferred

• None

• Travel may be required to assist other shops as needed under 10% of the time
• Valid driver’s license and acceptable driving record

• Significant amount of time spent sitting
• Constant movement and use of hands, this position requires good manual dexterity
• Communication with customers and constant communication with co-workers
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work
• Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue
• Lifts and moves materials and equipment up to 50 lbs.

• Regularly works indoors around moving mechanical parts
• May be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity
• Requires wearing common protective or safety equipment
• Exposure to high noise levels
• Works in extremely bright or inadequate lighting
• Exposure to small quantities of chemicals, dust, steam, high-pressure water, and high-speed rotating equipment
• Exposure to minor burns, cuts, bites, or stings