Service Advisor

Colton RV; City of North Tonawanda (NY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Hourly wage + commission

Benefits package (medical, dental, 401

Paid time off and holidays

Profit-sharing bonus

Training & Travel

Employee Purchase Program

Employee Borrow Program (Borrow a Camp

Job summary

Colton RV is seeking an External Service Advisor in North Tonawanda, NY. You will be the face of service, coordinating repairs and deliveries, keeping customers informed, and collaborating with technicians and parts staff to ensure smooth, transparent service experiences.

The role emphasizes strong communication, timely follow-ups, and the ability to upsell when appropriate. A valid license and customer-service background are required for success.

Qualifications

• Minimum 3 years in a customer service or service-related role.
• Pass pre-employment drug screening.
• Valid driver’s license required.
• Ability to upsell services and products when appropriate.
• Strong communication and organizational skills.

Responsibilities

• Act as the primary contact for customers with timely callbacks and updates on service status.
• Ensure technician documentation is accurate, including photos for warranties and parts availability.
• Input labor daily and track repairs to ensure timely service delivery.
• Address customer concerns promptly while maintaining positive relationships.
• Answer incoming calls and voicemails and provide timely solutions.
• Greet service customers, check-in vehicles, and communicate expected timelines.
• Upsell additional services or products when appropriate.
• Coordinate pickup and explain repairs and costs to customers.
• Maintain professionalism and rapport to encourage repeat business.
• Prepare service-related paperwork, tags, and recalls in advance.
• Perform other duties as assigned by management.

Skills

Customer service

Communication

Follow-up

Time management

Sales experience

Problem solving

Education

High school diploma or equivalent

Tools

CRM software

MS Office

Job description

Description

Be the face of service in the booming RV & Marine industry!

Do you excel at building relationships and delivering exceptional customer care? Colton RV & Marine is seeking a customer-focused External Service Advisor to be the trusted guide for our RV & Marine customers. In this vital role, you'll work directly with customers to coordinate service needs, provide timely updates, and ensure every repair or delivery experience exceeds expectations.

As the External Service Advisor, you'll be the liaison between customers and our internal team - working closely with Technicians, Parts Specialists, and Service/Sales Managers to keep communication clear and processes running smoothly. From the moment a customer arrives to the time their RV or boat is ready, you'll make sure they feel informed, supported, and confident in our service.

If you're a strong communicator with great follow-up skills, attention to detail, and a passion for helping people enjoy the RV & Marine lifestyle, this is the perfect role for you!

Key Responsibilities Include:

• Act as the primary point of contact for customers, ensuring timely callbacks and follow-ups to provide updates on service status and delivery schedules.
• Ensure all technician documentation is completed accurately and promptly, including photos for warranties and parts availability.
• Input technician labor daily and track repairs to ensure that service is delivered on time.
• Address customer concerns and complaints promptly, maintaining a positive relationship throughout the service process.
• Answer incoming customer calls and voicemails, actively listening to their needs and offering timely solutions.
• Greet service customers at the dealership, perform a thorough check-in of vehicles, and provide clear communication on expected timelines.
• Upsell additional services or products when appropriate, enhancing the customer experience.
• Coordinate with customers to ensure smooth vehicle pickup and explain repairs and associated costs.
• Maintain a high level of professionalism and rapport with customers, ensuring satisfaction and encouraging return business.
• Ensure all service-related paperwork, tags, and recalls are prepared in advance of customer appointments.
• Perform other duties as assigned by the Assistant Service Manager or Service Manager.

Requirements

Qualifications

• High school diploma or equivalent required.
• At least three (3) years of experience in a customer service or service-related role preferred.
• Prior experience in a sales or service-oriented environment is a plus.
• Must be able to pass a pre-employment drug screening.
• Proven success in customer service with the ability to build and maintain positive relationships.
• Strong follow-up skills with an emphasis on returning customer calls promptly.
• Excellent communication skills, both written and verbal.
• General knowledge of RVs is helpful; technical knowledge is a plus.
• Friendly, dependable, enthusiastic, and self-motivated.
• Highly organized with excellent time management and multitasking abilities.
• Proficient with computers and able to quickly learn dealership systems.
• Valid driver's license with an insurable driving record.

What's in it for you?

• Competitive pay - hourly rate + commission
• Comprehensive benefits package (medical, dental, vision, 401(k))
• Paid time off and holidays
• Professional development and training opportunities.
• Yearly Profit-Sharing Bonus
• Training & Travel
• Employee Purchase Program
• Employee Borrow Program (Borrow a Camper and Go Camping)