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Coordinates and schedules service work in the service department in an organized, professional manner, and sells additional needed service to customers. Takes messages or fields/answers all routine and non-routine questions. Assists in the initiation of contact of sales and other staff with existing and potential customers, identifying their needs. Maintain maintenance files.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Schedules appointments using Custom Truck approved forms.
Assigns sequence numbers to each customer's repair order.
Communicates with service customers to determine the nature of the mechanical problem(s).
Obtains customer and vehicle data.
Test-drives the vehicle or refers to technician as necessary.
Advises customers on the care of their trucks and equipment and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus if applicable.
Lifts the hood of every vehicle to look for potential additional revenue.
If additional work is needed, explains the details to the customer, including the additional cost and tie considerations.
Indicates on the repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders MUST e legible.
Notifies technicians of incoming work.
Provides estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval.
Establishes each customer's method of payment. Obtain approval of credit, if necessary.
Establish "time promised." Check with technician responsible for work distribution.
Obtains customer's signature on repair order; provides customer with a copy.
Follows up on progress of each repair order during the day. Contacts customers by telephone regarding any changes in the estimate or time promised. Records changes on repair order in approved fashion.
Handles telephone inquiries regarding work in process and appointments.
Compare final invoice with original repair order.
Delivers vehicle to customer and answers any questions.
Maintains follow-up program on additional items found in need of repair.
Keeps quick pricing guides, signals checklists, maintenance menus and other service department forms and references up-to-date.
Inspects all vehicles for body work, notifies the customer that the work is needed and provides an estimate for body work.
Participates in all available training programs.
Works with all departments in harmony.
Must have a working knowledge and understanding of Custom Trucks' Safety Policy.
Computer and software proficiency and can quickly adapt to new systems.
Excellent listening skills and communicator.
Follows verbal and written communications and communicates effectively with public, customers, co-workers and Owners in a professional and courteous manner both orally and in writing.
Works in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
Ability to interface well with all customers, and all departments of the Company and to represent the location in a highly professional manner.
Understands and follows federal, state and local regulations, such as those governing the disposal of hazardous wastes, OOSHA Right-To-Know, etc.
Ensures that all documents are accounted for.
Accomplishes the forecast for the service that has been established by the location manager.
Responsive to management requests, and manages time efficiently.
Responsible for setting up and maintaining an organized file system.
Able to work with minimum supervision, capable of self-checking work.
Ability to learn.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work well with others.
Able to finish projects in a timely manner.
Highly organized, detail-oriented, delivering accurate and polished work.
EDUCATION and/or EXPERIENCE
Three years of related experience and/or training; or equivalent combination of education and experience involving serving as a service writer with strong mechanical knowledge of repairs, costs, times to accomplish work of heavy duty trucks and equipment. Work requires continual attention to detail in establishing priorities and meeting deadlines.
Ability to speak effectively both one-on-one and before groups of customers or employees and owners of the organization. Ability to read and interpret documents such as safety rules, operating instructions, and applicable manuals. Ability to write routine reports and correspondence.
Good with basic math. Must possess the ability to make mathematical computations with accuracy. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply common sense understanding to carry out simple instructions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to multi-task and establish priorities. Ability to coordinate a number of complex tasks simultaneously while working under pressure to meet deadlines. Ability to maintain flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines. Ability to maintain organization in a changing environment. Ability to read and to follow directions to locations of sites for errands. Ability to determine proper course of action to resolve escalated customer service issues. Ability to create momentum and foster positive organizational change. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
OTHER SKILLS AND ABILITIES
Skilled in PC usage and associated software including Microsoft Office (Word, Excel, Access. Excellent planning, organizational skills and priority setting skills. Well-developed interpersonal and communications skills. Professional appearance and manner, business casual. Ability to learn new software to compliment this function.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Must be able to climb into vehicles and equipment, lift hoods and unlatch and latch vehicle engine hoods. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and vibration. The noise level in the work environment is usually moderate to loud.For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.