Service Advisor

Kenworth Sales; Pasco (WA); On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

401(k) match

Paid Vacation and Personal Leave

Company holidays

Job summary

Kenworth Sales Company in Pasco, WA is seeking a Service Advisor to join our team. Schedule Monday-Friday 7am-4pm. Primary function is to generate, monitor and close all repair orders and assist the Service Manager with Service Department records.

This role involves coordinating customer contacts, preparing repair estimates, maintaining work orders, and ensuring timely service with clear communication to customers. Experience in service operations and strong customer service skills are desired.

Qualifications

• Ability to read, write, and comprehend English instructions and information.
• High school diploma or equivalent.
• Working knowledge of all heavy truck repair methods.
• Ability to identify and meet Customer needs and requirements.
• Strong work ethic takes initiative as a self-starter and consistently applies effective problem-solving skills. Organizational, communication, and time management skills.
• Exceptional phone and customer service skills.
• Professional personal appearance and demeanor.

Responsibilities

• Coordinates all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status-of-repair inquiries, payment terms and complaints.
• Generates and maintains all work orders and repair orders. Assists customer in identifying needed services. Issues clear repair instructions to Service Foremen/Technicians.
• Coordinates with Service Manager to assure completion of work within time promised to customer. Monitors progress of repairs and updates customers on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.
• Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders. Closes all repair orders in coordination with Service Manager. Reconciles original repair order with final invoice. Summarizes Service technician’s timecards, balances with repair orders, and transmits to Payroll Clerk, tracks down and resolve all discrepancies prior to transmitting.
• Ensure timely, competent and courteous relations with service customers. Analyzes quality control report.
• Promotes the sales of labor, parts and accessories during customer contact. Maintains follow-up with customers on suggested repairs.
• Maintains up-to-date information on hourly service rates, service specials, etc. offered by competitors.
• Maintains technical bulletins and other service shop literature.
• Issues Non-inventory purchase orders as authorized by management. Receives purchase orders, as issued by other employees only.
• Controls cash box for Service Department, including accepting payment from customers, reporting cash balances to credit Manager and securing box at close of business.
• Assists Service Manager in the management of Service Department files and records. Types forms, letters, correspondence and answers phone as directed by Service Manager, including manufacturer pre-delivery forms. Staggers lunch hour with Service Manager to cover phones daily.
• Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.
• Issues workers compensation “First Report of Injury” forms to injured employees. Ensures forms are correctly completed and returned immediately. Directs injured employees to necessary medical treatment. Promptly forwards reports to Service Manager for review for processing of claim. Maintains current injury ledger. Monitors first aid box and keeps it filled with necessary supplies.

Skills

Customer service

Communication

Time management

English proficiency

Professional appearance

Education

High school diploma or equivalent

Job description

Bring your skills to the 2025 Kenworth Dealer of the Year! Kenworth Sales Company, a 38-location. Kenworth is looking for a Service Advisor to join our Pasco, WA Team. Schedule Monday-Friday 7am-4pm

• Due to federally mandated DOT regulations, Kenworth Sales Company is a drug-free workplace. Any offer of employment will be contingent on passing a pre-employment drug screening.

Salary Minimum and Maximum: $40k-70k DOE!

Job Summary

The primary function of the Service Advisor is to generate, monitor and close all repair orders and to assist the Service Manager in the management of Service Department records and files.

Duties And Responsibilities

• Coordinates all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status -of -repair inquiries, payment terms and complaints.
• Generates and maintains all work orders and repair orders. Assists customer in identifying needed services. Issues clear repair instructions to Service Foremen/Technicians.
• Coordinates with Service Manager to assure completion of work within time promised to customer. Monitors progress of repairs and updates customers on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.
• Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders. Closes all repair orders in coordination with Service Manager. Reconciles original repair order with final invoice. Summarizes Service technician’s timecards, balances with repair orders, and transmits to Payroll Clerk, tracks down and resolve all discrepancies prior to transmitting.
• Ensure timely, competent and courteous relations with service customers. Analyzes quality control report.
• Promotes the sales of labor, parts and accessories during customer contact. Maintains follow-up with customers on suggested repairs.
• Maintains up-to-date information on hourly service rates, service specials, etc. offered by competitors.
• Maintains technical bulletins and other service shop literature.
• Issues Non-inventory purchase orders as authorized by management. Receives purchase orders, as issued by other employees only.
• Controls cash box for Service Department, including accepting payment from customers, reporting cash balances to credit Manager and securing box at close of business.
• Assists Service Manager in the management of Service Department files and records. Types forms, letters, correspondence and answers phone as directed by Service Manager, including manufacturer pre-delivery forms. Staggers lunch hour with Service Manager to cover phones daily.
• Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.
• Issues workers compensation “First Report of Injury” forms to injured employees. Ensures forms are correctly completed and returned immediately. Directs injured employees to necessary medical treatment. Promptly forwards reports to Service Manager for review for processing of claim. Maintains current injury ledger. Monitors first aid box and keeps it filled with necessary supplies.

Qualifications

• Ability to read, write, and comprehend English instructions and information.
• High school diploma or equivalent.
• Working knowledge of all heavy truck repair methods.
• Ability to identify and meet Customer needs and requirements.
• Strong work ethic takes initiative as a self‑starter and consistently applies effective problem‑solving skills. Organizational, communication, and time management skills
• Exceptional phone and customer service skills.
• Professional personal appearance and demeanor.

Working Conditions

This position is physically demanding. May require lifting up to 50 pounds. Will stoop, kneel, crouch, crawl, reach, handle and feel. Will be exposed to noise, vibration, dust, exhaust fumes, paint, and other hazardous and non-hazardous materials. Must climb in and out of customer’s vehicles to record information. The other part of this position will require deskwork, telephone, and completing paperwork. Must wear a dealership uniform.

Benefits

• Kenworth Sales Company promotes a progressive environment with an emphasis on teamwork, customer service, training and personal development.
• Stability - Company is financially strong with an established base of customers and is well-positioned for continued expansion.
• History of Excellence - Work for an award-winning dealership with a reputation for unsurpassed quality and customer service.
• Excellent compensation and benefits package including comprehensive Health, Dental, and Vision insurance, Flexible Spending Accounts and Health Savings Accounts (FSA/ HSA) with, Group Life Insurance, Short Term & Long-Term Disability Insurance, Voluntary Life Insurance, Corporate Holidays, Paid Vacation and Personal Leave, 401(k) plan with company match, and Voluntary Supplemental Insurance plans.

Veterans are encouraged to apply!

About the company: Kenworth Sales Company is a family of companies based in Salt Lake City, Utah of over 38 dealerships in the Intermountain West and Mid-Atlantic regions.

An Equal Opportunity employer, Smoke Free/Drug Free Facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.