Service Administrator - III from System One

Job Title: Service Administrator - III

Assignment Length: 3 months (potential for extension)
***Pay rate $35/HR***
Schedule: Flexible start between 7 AM - 5 PM, Monday to Friday
Location: Cromwell Avenue Rocky Hill CT 06067

Job Summary

This role serves as the first point of contact for customers, promoting quality service and supporting business growth at the branch location.

Key Responsibilities

1. Customer Interaction:

   • Serve as the first contact with customers (phone or in-person).
   • Build and maintain positive customer relationships.
   • Assess customer needs and gather relevant information.

2. Work Order Management:

   • Create basic work orders using appropriate systems.
   • Provide status updates to customers upon request.

3. Technical Support:

   • Troubleshoot customer complaints using guided workflows, procedures, and diagnostic tools.
   • Validate repairs to ensure issue resolution and document troubleshooting results.
   • Utilize electronic service tools for diagnostics and troubleshooting.

4. Warranty and Service Documentation:

   • Analyze and verify root causes of failure for warranty claims.
   • File claims with proper documentation and ensure accuracy.
   • Document customer, equipment, and service details accurately in the management system.

5. Technical Escalation:

   • Utilize data management tools to address escalated issues.
   • Record all troubleshooting steps in the database for seamless resolution.

Qualifications

Education, Licenses, Certifications:

• High school diploma or equivalent.
• Compliance with licensing regulations may be required.

Experience:

• 1-3 years of auto service experience required.
• Power generation experience is a bonus.

Top 3 Skills:

1. Excellent phone and customer service skills.
2. Strong team and internal communication skills.
3. Ability to multitask effectively.

Key Competencies:

• Customer Focus: Building strong relationships and delivering customer-centric solutions.
• Effective Communication: Tailoring communication to diverse audiences.
• Conflict Management: Resolving conflicts efficiently and professionally.
• Directing Work: Providing clear direction and delegating tasks effectively.
• Financial Acumen: Interpreting key financial indicators for better decision-making.
• Instilling Trust: Demonstrating honesty, integrity, and authenticity.