(CSSNA) Service Administrator - III

Job Title: Service Administrator III (CSSNA)
Job Location: Cloverdale, VA
Job Duration: 6 months on W2
Shift Time: Monday To Friday, from 7:30 AM to 4:30 PM

Job Summary:

The Service Administrator III serves as the first point of contact for customers, delivering exceptional customer service while supporting the daily operations of the branch. This role is responsible for building positive customer relationships, creating and managing work orders, providing service updates, and ensuring accurate documentation throughout the service process. The ideal candidate will possess strong customer service skills, previous automotive or parts experience, and be comfortable using multiple computer systems.

Key Responsibilities:

• Serve as the first point of contact for customers via phone or in person, delivering professional and high-quality customer service.

• Build and maintain positive relationships with customers to support business growth within the branch.

• Assess customer needs and gather relevant information regarding service requests.

• Create basic work orders in the appropriate business systems.

• Provide customers with service status updates as requested.

• Translate customer complaints into effective troubleshooting plans by following guided workflows and established procedures.

• Utilize mechanical and electronic service tools, diagnostic equipment, and computer software to isolate failed components and support successful repairs.

• Validate repairs by duplicating customer concerns to ensure issues have been resolved.

• Document troubleshooting activities and repair results accurately within business systems for payment processing and historical tracking.

• Analyze customer issues to determine warranty eligibility by reviewing published service information and warranty administration guidelines.

• Identify warranty-covered repair items and communicate coverage details to appropriate stakeholders.

• Prepare and submit warranty claims with complete and accurate documentation to ensure proper claim settlement.

• Gather technical issue information using available resources and data management tools.

• Escalate complex technical issues to higher levels of expertise while balancing timely customer communication and investigation efforts.

• Record all troubleshooting steps and technical findings within the appropriate databases to ensure seamless case transitions.

• Create, verify, and maintain accurate customer, equipment, and technical service documentation using required service management systems.

• Utilize electronic service tools, hardware, and software to diagnose product issues, interpret results, and determine appropriate next steps for service resolution.

Required Qualifications & Competencies:

• Excellent verbal and written communication skills with the ability to communicate effectively with diverse audiences.

• Strong customer service and relationship-building skills.

• Ability to manage conflict professionally and effectively.

• Strong organizational and multitasking abilities.

• Financial acumen with the ability to understand and apply key financial indicators.

• Demonstrates integrity, honesty, and professionalism while building trust with customers and colleagues.

• Ability to direct work, prioritize tasks, and remove obstacles to ensure successful outcomes.

• Proficiency in using computer systems, service management software, and electronic diagnostic tools.

Education:

• High School Diploma, GED, or equivalent education and experience that meets applicable regulations.

• This position may require licensing to comply with export controls or sanctions regulations.

Experience:

• Significant relevant work experience or specialized skills acquired through education, training, or on-the-job experience.

Top 3 Required Skills:

1. Excellent customer service skills (prior automotive industry experience preferred).

2. Previous parts knowledge.

3. Strong computer proficiency and ability to learn multiple business systems.