Customer Service Advisor

The individual that will hold the position of Service Advisor Specialist will be responsible for customer relations, scheduling repair appointments, and recording the condition of vehicles and completing write up indicating the type of work needed. This position also is responsible for the complete operation of the Service Department in the absence of the Service Manager or Shift Foreman

Essential Duties and Responsibilities:

· Operate within the goals set by the Service Manager in the business plan each year. He/she must work with the Service Manager and Service Advisor Specialist to strive to grow the department

· Schedule work into the shop via telephone and customer direct contact, record the condition of the vehicle, obtain official work authorization, and complete write up indicating the type of work needed based on initial SRT

· Interact with customers as dictated by day-to-day business following the principles of the Customer Bill of Rights. This includes calling customers to solicit work and dealing with customer complaints as they arise

· Recommend to the Service Manager or Shift Foreman any disciplinary actions that need to be taken to correct a problem with an employee of the Service Department

· Focus on customers’ expectations, predict, and prevent potential problem situations, and strive for continuous improvement resulting in improved customer satisfaction and revenue for the Service Department

· Complete and scan all necessary work authorizations, invoices, and quality inspection forms into docuphase daily

· Learn and use all functions of UpTime Pro to efficiently and effectively communicate internally with other members of the service department and externally with customers

· Maintain a professional working relationship with all the other managers in the dealership

· Participate in training as directed by the Service Manager

· Gather and maintain work authorizations and other functions necessary to pass internal audits

· Responsible for helping the department reach its profit goals

· All other duties as assigned by your supervisor

Education, Skills and Knowledge Requirements:

· High School diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience

· Demonstrated leadership and managment skills including the ability to lead, train, and motivate employees

· The ability and desire to work in a team-oriented environment

· Must possess the ability to make independent decisions when circumstances warrant

· The ability to deal professionally and tactfully with subordinates, supervisors, co-workers, customers and vendors

· The ability to instruct and advise employees in the operation procedures of the Service Department

· Must be able to maintain strong staff relations and employee morale in the Service Department

· The ability to incorporate the Service Department’s mission into daily operations

Truck Country® / Stoops Freightliner-Western Star Offers:

· Competitive Salary

· Comprehensive Benefit Package

· 401K Plan with Company Match

· Mileage Reimbursement

Truck Country® / Stoops Freightliner-Western Star is one of the largest Freightliner Western Star dealership groups in the U.S. today, serving customers at locations in Illinois, Indiana, Iowa, Ohio, Michigan, and Wisconsin. For nearly 60 years, Truck Country/Stoops has offered new and used medium and heavy-duty trucks, expert service, an extensive parts inventory, and convenient financing options.

Truck Country® / Stoops Freightliner-Western Star is part of McCoy group, Inc., which was founded in 1958 by Robert McCoy in Shullsburg, WI. Today the company is still family-owned and is operated in the leadership of the McCoy family.

McCoy Group, Inc. and its affiliated companies are Equal Opportunity Employers and take affirmative action to employ and advance in employment qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.