Job Description

**Job title:

**¨NBSP;Service Administrator - III

**Duration: 6 Months Contract

**

**Location: Cloverdale VA 24077

**

**Shift: Monday through Friday, from 7:30 AM to 4:30 PM

**

**Job Description:

**

**Summary:

**

• Serves as first point of contact with customers to promote quality customer service and assist with increasing business within the branch location.

**Key Responsibilities:

**

• Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.

• Assesses customers’ needs and gathers pertinent information.

• Creates basic work orders in appropriate systems.

• Provides some status updates to customers, as requested.

**Mandatory Skills:

**

• **Communicates effectively -

  **Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• **Manage conflict -

  **Handling conflict situations effectively, with a minimum of noise.

• **Customer focus -

  **Building strong customer relationships and delivering customer-centric solutions.

• **Directs work -

  **Providing direction, delegating, and removing obstacles to get work done.

• **Financial acumen -

  **Interpreting and applying understanding of key financial indicators to make better business decisions.

• **Instills trust -

  ** Gaining the confidence and trust of others through honesty, integrity, and authenticity.

• **Diagnostics Application -

  ** Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

• **Warranty Process -

  **Analyzes customer issues to verify root cause of failure and associated progressive damage using Client published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement. 

• **Technical Escalation -

  **Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

• **Service Documentation -

  **Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

• **Electronic Service Tool Application -

  **Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

**Top 3 Skills you are looking for:

**

1. Customer Service excellence, prior experience in the automotive industry would be preferrable.

2. Previous parts Knowledge

3. Computer savvy

**Experience:

**

• Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.

**Education:

**

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

• This position may require licensing for compliance with export controls or sanctions regulations.

You should be proficient in:

• Diesel Engine Systems
• Automotive Repair
• Service Advisor/Writer
• Equipment/Parts Counter Sales
• Oil Changes
• Vehicle Body Repair
• Automotive Repair & Service Systems
• lube