Shop Service Advisor

Blanchard Machinery Company; Firenze; In loco; EUR 30.000 - 60.000; Tempo pieno

Descrizione del lavoro

An established industry player is looking for a dedicated Service Advisor to enhance customer experience and drive service revenue. In this role, you will educate customers on available services, provide exceptional support, and ensure seamless communication throughout the service process. You'll thrive in a dynamic environment that values teamwork and continuous learning, while also having the opportunity to advance your career. If you are passionate about customer service and have a knack for building strong relationships, this position offers a rewarding path in a supportive and innovative workplace.

Servizi

Competitive Pay

Medical Insurance

Dental Insurance

Vision Insurance

401K

Profit Sharing

Generous PTO

Paid Holidays

Uniforms

Training Opportunities

Competenze

• High school diploma required; AS or BS preferred.
• Experience in diesel or construction equipment preferred.

Mansioni

• Act as main contact for retail customer service opportunities.
• Manage customer complaints and ensure satisfactory resolutions.
• Provide updates on service progress and coordinate customer needs.

Conoscenze

Customer Service

Communication Skills

Relationship Building

Problem Solving

Adaptability

Formazione

High School Diploma

AS or BS in Business Related Field

Strumenti

ServiceLink

Modern

Descrizione del lavoro

Overview

The Service Advisor is responsible for educating the customer on the full range of services and benefits available at the dealership, resulting in incremental revenue. The person in this position is responsible for providing exceptional customer service, proactive communication and status updates to the customer throughout the service process.

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are:

• Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

Responsibilities

• Contributes to a positive work environment and promotes the vision, mission and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Act as the main point of contact and intake for all retail customer service opportunities. Interacts with all customers in a friendly, knowledgeable and professional manner and provides consistent, accurate and timely communication to set proper service expectations and execution on commitments. Demonstrates our commitment to exceptional customer service.
• Champions coordination of customer needs and expectations internally with the Shop Supervisor and others as appropriate. Creates service tickets and is responsible for the accurate and timely updates of systems documentation in ServiceLink and Modern, to ensure that all are informed and synchronized on tickets/work to be performed and that all customer interaction documentation is visible to the Service team.
• Identifies customer needs to discover and capture additional service revenue opportunities. Makes appropriate recommendations for additional services that will increase machine uptime and extend the life of the machine. Uses knowledge of equipment and understanding of customer applications to recommend added value attachments and other equipment options.
• Research service history on customer accounts, identifies parts and pricing for service work orders and provides the framework for quotes to the Shop Supervisor for review and completion.
• Proactively contact customers to provide updates on service progress, CAT inspect or troubleshooting findings, impacts/changes to service quotes and promised completion dates using the appropriate method (phone, text, email) and determined frequency.
• Set expectations for final invoice amounts and emails customer a copy of the invoice for review in advance of machine pick-up. Is responsible for taking and processing customer payments.
• Manage all customer complaints and concerns and ensures satisfactory resolution of the same to increase customer retention.
• Other duties as assigned.

Qualifications

• High school diploma required. AS or BS degree in business related field preferred.
• Experience in the diesel or construction equipment field preferred.
• Ability to work with all levels of employees, management and customers in a positive, professional and effective way.
• Ability to adapt to changing priorities; meets deadlines and works well under pressure.
• Must possess a customer centric mindset along with the ability to build strong relationships.
• Excellent interpersonal, written and oral communication skills.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.

Working Conditions:

• The physical environment requires the employee to work inside as well as in a non-climate-controlled environment throughout the year.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
• Use of computer and other forms of technology to complete job responsibilities.