Customer Service Administrator

HRU-Tech; Cloverdale (CA); On-site; USD 48,000 - 62,000; Full time

Job summary

HRU-Tech is seeking a Service Advisor / Service Administrator in Cloverdale, VA for an onsite role with a Monday–Friday schedule. The position involves welcoming customers, assessing service needs, creating and managing work orders, and coordinating with technicians to ensure timely updates and invoicing.

Prior automotive or related service experience is preferred. The role requires strong communication, multi-tasking, and proficiency with service management systems.

Qualifications

• Strong customer service skills and a commitment to excellent customer experience.
• Experience in automotive, diesel, heavy equipment, or related service is preferred.
• Parts knowledge or parts-related experience.
• Ability to learn service management and diagnostic systems.

Responsibilities

• Serve as the first point of contact for customers by phone and in person at the service location.
• Gather information regarding service and repair needs and create/maintain work orders.
• Provide customers with timely updates on service status and repair progress.
• Invoice completed work orders and ensure documentation is accurate.

Skills

Customer service

Automotive service

Parts knowledge

Computers

Education

High school diploma or GED

Tools

Service management systems

Diagnostic tools

Job description

Service Advisor / Service Administrator

Location: Cloverdale, VA

Pay: $35.00-45.00/hr

Hours: This is an onsite role, Monday through Friday, from 7:30 AM to 4:30 PM. With possible overtime.

Long term contract to hire

Position Summary

The Service Advisor / Service Administrator serves as the primary point of contact for customers requiring service and repair support. This position is responsible for welcoming customers, assessing service needs, creating and managing work orders, providing repair status updates, invoicing completed work, and coordinating with service technicians and other internal teams. The ideal candidate will have strong customer service skills, previous automotive, truck, heavy equipment, or related service experience, familiarity with parts, and strong computer skills. This is a customer-facing position requiring the ability to manage multiple priorities while maintaining a high level of service.

Key Qualifications

• Strong customer service skills and a commitment to providing an excellent customer experience.
• Previous experience within the automotive, truck, heavy equipment, diesel, or related service industry preferred.
• Previous parts knowledge or parts-related experience .
• Strong computer skills and the ability to learn service management and diagnostic systems.
• Ability to effectively communicate with customers, technicians, and internal teams.

Essential Duties and Responsibilities

• Serve as the first point of contact for customers by phone and in person at the service location.
• Welcome customers and gather information regarding service and repair needs.
• Assess customer concerns and collect relevant vehicle, equipment, and service information.
• Coordinate immediate assessments of incoming units when appropriate.
• Create, maintain, and close customer work orders using applicable service management systems.
• Provide customers with timely updates regarding service status, repair progress, and completion.
• Invoice completed work orders and ensure required documentation is accurate and complete.
• Develop positive relationships with customers and provide customer-focused solutions.
• Assist the parts team during vacations, staffing shortages, and other periods of increased need.
• Document customer, equipment, diagnostic, and repair information within applicable business systems.
• Utilize available technical resources and electronic service tools to assist with troubleshooting and service resolution.
• Escalate technical issues to the appropriate resources when additional expertise is required.
• Support warranty administration by reviewing repair information, identifying potential warranty coverage, and maintaining required documentation.
• Follow established processes for service documentation, warranty claims, and customer communication.
• Maintain accurate records to support invoicing, warranty processing, and historical service tracking.

Required Qualifications

• High school diploma, GED, or equivalent combination of education and relevant experience.
• Significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.
• Previous experience in a customer-facing service environment.
• Strong computer skills and comfort working within multiple software systems.
• Strong written and verbal communication skills.
• Ability to effectively manage customer concerns and conflict.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple customer and service needs in a fast-paced environment.

Preferred Qualifications

• Previous experience as a Service Advisor, Service Administrator, Service Writer, Service Coordinator, or similar position .
• Automotive, diesel, commercial truck, heavy equipment, or equipment service experience.
• Previous parts department experience or strong parts knowledge.
• Experience creating and managing service work orders.
• Experience with customer invoicing and service documentation.
• Familiarity with warranty administration and claims processes.
• Experience utilizing electronic diagnostic or service tools.
• Previous experience with Cummins products, service systems, or warranty processes.

Core Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-focused solutions.
• Communication: Clearly communicates service information to customers and internal stakeholders.
• Conflict Management: Handles challenging customer situations professionally and effectively.
• Technical Problem Solving: Gathers relevant information and utilizes available resources to support troubleshooting and repair activities.
• Service Documentation: Maintains accurate customer, equipment, repair, and work-order records.
• Financial Acumen: Understands the importance of accurate work orders, invoicing, warranty documentation, and service-related financial information.
• Trust and Accountability: Demonstrates reliability, integrity, and ownership of customer issues through resolution.