Job Tite:(CSSNA) Service Administrator - III
Job Location: Hubbard,OH
Job Duration: 5 Months on W2
Shift Time: Monday through Friday, 7:00 a.m. to 3:30 p.m. with a 30-minute lunch, or until 4:00 p.m. with a one-hour lunch.
Job Summary:
Serves as the first point of contact with customers to promote quality customer service and assist with increasing business within the branch location.
Key Responsibilities:
Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
Assesses customers needs and gathers pertinent information.
Creates basic work orders in appropriate systems.
Provides status updates to customers, as requested.
Qualifications and Competencies:
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages Conflict: Handling conflict situations effectively, with a minimum of noise.
Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
Directs Work: Providing direction, delegating, and removing obstacles to get work done.
Financial Acumen: Interpreting and applying understanding of key financial indicators to make better business decisions.
Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Technical Responsibilities:
Diagnostics Application: Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools; diagnoses computer software to isolate failed components; validates repairs by duplicating complaints to ensure resolution; documents results of troubleshooting in business systems for payment and historical tracking.
Warranty Process: Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files claims in the appropriate system using proper documentation to receive accurate settlement.
Technical Escalation: Obtains technical issue information and utilizes available resources including data management tools; escalates issues to higher levels of expertise while balancing response timeliness; captures all troubleshooting steps in appropriate databases to ensure seamless transitions and accurate ticket resolution.
Service Documentation: Creates and verifies customer, equipment, and technical information; captures required data using service tools; follows procedures to document all required information in the service management system for accurate records.
Electronic Service Tool Application: Identifies available hardware and software tools required for service events; utilizes appropriate electronic toolsets to maintain products or diagnose issues; interprets results or recommendations to determine next steps for resolution.
Education, Licenses, Certifications:
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.
Top 3 Skills:
Customer Focused
Prioritize Safety
2 4 Years Experience in Automotive industry; preferably diesel
Additional Manager Notes:
This role involves answering customer phone calls, dispatching service calls, coordinating repair and scheduling needs with the onsite team, and processing invoices for completed repair orders.
The ideal candidate must be highly organized, possess strong communication skills, and work effectively in a team-oriented environment.
During the vetting process, candidates should be evaluated on their experience collaborating with team members, handling customer phone calls, and managing multiple priorities in a fast-paced setting.
This is a contract position expected to run through the end of the year, with the opportunity for full-time conversion based on performance and business needs.