["Rental Shop Service Advisor","Rental Shop Service Advisor"]

The Rental Shop Service Advisor is responsible for educating customers on the full range of services and benefits offered by the dealership, driving incremental revenue while delivering exceptional customer service. This role provides proactive communication and regular status updates to customers throughout the entire service process.Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are:Benefits Competitive PayBenefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much moreExposure to world-class CAT training and developmentA friendly and supportive work environmentContinuous exposure to learning and new technologiesOpportunities for advancementContributes to a positive work environment and promotes the vision, mission, and values of BMCCompletes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environmentServe as the primary point of contact and intake for all retail customer service opportunitiesEngage customers in a friendly, knowledgeable, and professional manner while providing accurate, timely communication to set proper service expectations and ensure follow-up on commitmentsRespond to high volumes of customer calls, prioritize service requests, and schedule field service work to support customers and internal teamsCoordinate seamless transitions of Heavy Field Service processes to customers and internal departmentsSupport the Field Service Supervisor in job closing activities as neededMaintain proper records and documentation for trucks and drivers in accordance with company policies and regulations, in collaboration with the Field Service SupervisorDemonstrates strong commitment to exceptional customer serviceChampions coordination of customer needsCreate service tickets and update ServiceLink and Modern systems accurately and promptly to ensure that all stakeholders remain informed and synchronizedEnsure tickets/work are accurately documented and visible to the Service teamIdentify customer needs by actively listening and asking questions to capture additional service revenue opportunities and recommend relevant services to increase machine uptime and extend the life of the machineApply equipment knowledge and understanding of customer applications to recommend value-added attachments and other equipment optionsResearch service history on customer accounts, identify parts and pricing for work orders, and prepare the framework for quotes for Shop Supervisor review and work completionProactively contact the customer to provide updates on service progress, CAT Inspect findings, troubleshooting findings, and discuss the impacts/changes to quotes and completion timelinesDetermine the optimal communication method (phone, text, email) for customers and set appropriate contact frequency in the Modern appSet expectations for final invoice amounts and send invoices to customers for review prior to equipment/machine pick-upManages the full payment process, including collecting, verifying, and recording customer paymentsResolve customer complaints and concerns to ensure satisfaction and drive retentionParticipate in the after-hours on-call rotation scheduleAssist other branches when needed and schedule work generated through service lettersPerforms other duties as assignedQualifications High School Diploma or equivalent required. AS or Technical degree in related field preferredExperience in the diesel or construction equipment field preferred2+ years of logistics and scheduling experience preferredAbility to work with all levels of employees, management, and customers in a positive, professional, and effective wayAbility to adapt to changing priorities; meets deadlines and works well under pressureMust possess a customer centric mindset along with the ability to build strong relationshipsExcellent interpersonal, written, and oral communication skillsStrong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to changeMust possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in personAbility to learn and navigate new software quicklyPersonal commitment to continuous improvement and service excellenceAbility to work independently with limited supervisionWorking Conditions The physical environment requires the employee to work inside as well as in a non-climate-controlled environment throughout the yearRequired to use personal protective equipment to prevent exposure to injury and/or hazardous materialsPosition requires employees to be physically present at designated worksite locationJob requires standing, stooping, squatting, pushing, pulling, twisting, turning, liftingSeeing, reading, and writing are required to complete job responsibilitiesUse of computer and other forms of technology to complete job responsibilities#J-18808-Ljbffr