Job Description

**Job Title: Service Administrator/Service Advisor

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**Location: Cloverdale, VA 

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**Duration: 6+ months contract with possible extension.

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**Pay Rate: $45/hour on W2

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**Schedule: Monday - Friday schedule from 7:30 a.m. to 4:30 p.m.

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**Job Description:

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

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**Key Responsibilities:

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• **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.

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**Required Skills

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• Customer Service excellence, prior experience in an automotive industry would be preferrable

• Previous parts Knowledge

• Computer savvy

You should be proficient in:

• Service Advisor/Writer
• Automotive Repair & Service Systems