Job Description

Service Advisor

Summary:

This is a customer service position working to help the service department navigate the influx of


customers as they come and go each day. The role involves heavy administrative duties such as


greeting customers, listening to their description of the problems or service needed, and taking


notes accordingly. The Service Advisor will coordinate with the service department to determine the


type of service required and prepare repair orders. This candidate will also be responsible for


relaying messages from the service department to the customer regarding customer needs and


scheduling services as needed.

Essential Duties:

Advises customers about necessary service requirements as well as the care of their vehicles


and value of maintaining in accordance with manufacturers specifications

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


technicians 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 and maintains high customer service standards

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

Provides a complete and accurate written cost estimate for labor and parts as well as 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

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 and clean workspace

Other duties as assigned

Qualifications:

5+ Years of Customer Service-Related Experience

High School Diploma or GED equivalent

Ability to clearly and effectively communicate with customers, both verbally and in writing.

Skilled in identifying issues and finding solutions to ensure customer satisfaction.

Ability to understand and address customer concerns with compassion and patience.

Efficient in managing time and prioritizing tasks to handle multiple customer inquiries.

Ability to work well in a team environment and collaborate with colleagues to resolve


customer issues.

Maintaining a positive and professional demeanor, even in challenging situations.

Understanding of the company's products or services to provide accurate information and


support to customers.

Work Environment:

The work in the service department involves working in an environment with exposure to moving


parts, electrical currents, grease, chemicals, dust, dirt, and various weather elements. Candidates


must be able to navigate the workspace efficiently and handle physical tasks that require lifting


up to 30 pounds for extended periods. Safety protocols are essential to mitigate risks associated


with these exposures. This role demands physical stamina and a keen awareness of surroundings to


ensure both personal and team safety.


This position involves frequent travel for meetings at various locations. While having a CDL


license is advantageous for roles within our Dealership and Leasing Operations, it is not a


mandatory requirement. We adhere to DOT regulations to ensure everyone remains compliant and can


utilize a CDL license if available. Depending on your role, you may still be required to operate a


heavy- duty truck within property restrictions.

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.