Heavy Duty Truck Service Advisor - Kenworth Louisiana

Summary:

Greet customers, listen to their description of the problems or service needed, determine the type of

service required and prepare repair orders. Also advises customers on other available services.

Essential Duties:

· Advises customers about necessary service requirements

· Handles visual inspection and check sheet for all truck repairs

· Confers with customers about inspection results, relays information to the customers from the service department

· Prepares a service ticket showing time, cost, and labor estimates for service

· Writes a brief description of the customer's concern on the repair order to help the technician locate the problem

· Gives and explanation of the work performed to the customer and relays messages about repair orders from the service department

· Handles customer complaints

· Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.

· Greets customers in a timely, friendly manner and obtains vehicle information

· Refers to service history and inspects the vehicle by taking photos and videos as necessary

· Advises customers on the care of their vehicles and the value of maintaining their vehicles in accordance with manufacturers' specifications

· Provides a complete and accurate written cost estimate for labor and parts

· Obtains customer's signature on repair order; provides customer with a copy

· Establishes customer's method of payment. Obtains credit approval, if necessary.

· Notifies dispatcher of incoming work

· Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.

· Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate

· Maintains high customer satisfaction standards

· Handles telephone inquiries regarding appointments and work in process

· Assists with warranty claims and reconcile warranty accounting

· Attends company training as required

· Maintains a professional appearance

· Keeps work area clean

· Other duties as assigned

Qualifications:

· 5+ Years of Customer Service Related Experience

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The employee would be required to sit down at a desk for long periods of time.

EEO Statement:

It is the policy of Kenworth of Louisiana, LLC to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Kenworth of Louisiana, LLC will provide reasonable accommodations for qualified individuals with disabilities.