Service Advisor

Job Description

Job Description

TransChicago Truck Group is a leader in truck and truck related products and services. Our mission is to continually seek better ways of doing business. To differentiate ourselves from our competitors. All our activities are structured to recognize and exceed the expectations of our customers.

Position Summary:

The Service Advisor is responsible for managing the flow of communication between the customer and service department about vehicle repair needs. They help the customer understand the purpose of repairs and relevant costs, advise on supplemental services, and provide repair status updates on a consistent basis.

Essential Functions & Responsibilities:

• Greet customers and initiate the write up process by verifying:
  • Owner of the vehicle and contact information,
  • Owner’s preferred method of communication,
  • Method of payment or purchase order number,
  • Who’s authorized to approve repairs and future payments,
  • If the unit is under warranty and if there are any open campaigns or recalls,
  • Customer’s specific concerns.
• Perform inspections of customer equipment and thoroughly document information about the vehicle’s service needs based on findings.
• Create repair order in DMS, and secure customer signature.
• Notify foreman and parts department of incoming work and update comments in Decisiv through workflow.
• Communicate updates from customer to foreman in Decisiv – ensure all proper documentation updates are attached.
• Convey diagnosis updates from shop and upsell additional repairs recommended by technician.
• Ensure that vehicles are parked in designated parking areas, verifying unit is locked and all keys are secured and can be easily located.
• Manage Work in Process and update customers on a consistent basis.
• Track status of all trucks in the shop and provide customers with updates according to their preferred method of communication.
• Acquire customer approvals, provide estimates, book and close all retail service tickets.
• Assist with closing other repair orders as needed.
• Answer phones and greet customers with professional and welcoming manner.
• Effectively communicate all pertinent information acting as liaison between the Service Department and the customer.
• Communicate with customer throughout the invoice process.
• Advocate for a positive survey response.

Required Knowledge, Skills & Abilities:

• Strong customer service skills and the ability to have compassion for TransChicago’s network of customers.
• Ability to work well with a wide range of personalities and emotional states.
• Excellent communication skills - oral and written (frequent and detailed documentation is required in this position).
• Mechanical inclination and attention to detail.
• Commitment to complete Service Advisor training in ARC, Decisiv, and Procede.
• Valid driver's license and ability to meet insurance requirements.

• Compensation: $40,000 base salary plus commission based on repair order tickets written.
• Benefits:
• • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Life and AD&D Insurance
  • Disability Insurance
  • Flexible Spending Account (FSA)
  • 401(k) with company match
  • Paid Time Off (PTO)
  • Paid Sick Time
  • Paid Holidays
  • Additional voluntary benefits: We also offer a variety of other benefits including an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance

TransChicago Truck Group is committed to a diverse and inclusive workplace. TransChicago is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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