Heavy-Duty Truck Service Advisor - Customer Care Pro

Whiteford Kenworth Inc; Rossford (OH); On-site; USD 45,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Group life and AD&D insurance

Short-term disability

401(k) with company match

Annual PTO

Safety boot reimbursement

Professional work environment

Family-oriented culture

Job summary

Whiteford Kenworth Inc. is seeking a customer-focused Service Advisor to serve as the primary liaison between customers and our service department.

You will coordinate repairs and maintenance for heavy-duty trucks, communicating with customers throughout the repair process to ensure an exceptional service experience from check-in to completion. The ideal candidate possesses strong communication and organizational skills, a commitment to customer service, and the ability to manage multiple

Qualifications

• Previous Service Advisor, Service Writer, customer service, or related experience required
• Heavy-duty truck, automotive, dealership, transportation, fleet, or service industry experience preferred
• Excellent customer service and relationship-building skills
• Strong verbal and written communication abilities
• Strong organizational and time-management skills with the ability to manage multiple priorities
• Ability to work effectively in a fast-paced environment while maintaining attention to detail
• Strong computer proficiency and ability to learn dealership management systems and service software
• Problem-solving skills and the ability to make sound decisions while maintaining a positive customer experience
• Professional appearance and demeanor
• Team-oriented, self-motivated, and dependable

Responsibilities

• Greet customers promptly and professionally in person, by telephone, and through electronic communication
• Listen to customer concerns and accurately document vehicle issues, symptoms, and service requests
• Create detailed repair orders that clearly communicate customer concerns and repair requirements to technicians
• Schedule service appointments and assist with workflow coordination to maximize efficiency and customer satisfaction
• Communicate repair recommendations, estimated costs, timelines, and any changes to the scope of work while obtaining proper customer authorization
• Monitor repair progress and provide timely updates to customers throughout the service process
• Collaborate with technicians and parts personnel to ensure repairs are completed accurately and efficiently
• Process warranty, policy, and customer-pay repair orders according to company and manufacturer requirements
• Establish methods of payment and assist with obtaining credit approval when necessary
• Review completed repairs with customers and address any questions or concerns
• Follow up with customers to ensure satisfaction and resolve service-related issues promptly and professionally
• Maintain accurate records of customer interactions, vehicle history, repair documentation, and service transactions
• Uphold company standards for customer service, professionalism, appearance, and business practices
• Comply with all company policies, procedures, and safety requirements
• Maintain a clean, organized, and professional work environment
• Ability to maintain regular attendance and work scheduled hours necessary to meet customer and business needs
• Perform other duties and responsibilities as assigned
• Comprehensive medical, dental, and vision insurance
• Company-paid Group Life and AD&D insurance
• Short-term disability, life insurance, and other voluntary benefit options
• 401(k) with company match
• Annual paid time off (PTO)
• Safety boot reimbursement
• Professional work environment focused on safety, quality, and teamwork
• Family-oriented culture built on collaboration, respect, and pride in workmanship

Skills

Service Advisor experience

Heavy-duty truck experience

Customer service

Communication skills

Organization

Dealership systems

Job description

Whiteford Kenworth Inc. is seeking a customer-focused Service Advisor to serve as the primary liaison between customers and our service department.

You will coordinate repairs and maintenance for heavy-duty trucks, communicating with customers throughout the repair process to ensure an exceptional service experience from check-in to completion. The ideal candidate possesses strong communication and organizational skills, a commitment to customer service, and the ability to manage multiple