Service Advisor

Midwest Star Group is a family of companies providing a diverse range of services across the transportation and automotive industries. Our businesses include towing and recovery, automotive and diesel repair, truck and trailer repair, equipment sales and builds, transportation, and vehicle detailing. While each company has its own specialty, we share a commitment to quality work, dependable service, and keeping our customers moving. This position is with Eau Claire Truck & Trailer in Eau Claire, Wisconsin, part of the Midwest Star Group family of companies. Eau Claire Truck & Trailer provides repair, maintenance, and service support for commercial trucks, trailers, fleets, and other transportation equipment. Eau Claire Truck & Trailer is looking for a dependable, organized, and customer-focused Service Advisor to serve as the connection between our customers and service team. This position plays an important role in keeping work moving efficiently through the shop. The Service Advisor works directly with customers to understand their repair and maintenance needs, coordinates with technicians and parts personnel, maintains accurate work orders, communicates repair status and approvals, and follows jobs through completion and invoicing. For our customers, vehicle downtime directly impacts their ability to do business. The right person understands the importance of urgency, communication, organization, and follow-through and takes ownership of making sure customers know what is happening with their equipment. Essential Duties & Responsibilities: Customer Service & Communication Serve as a primary point of contact for customers needing truck and trailer service or repair. Answer incoming service calls and gather accurate information regarding customer concerns, symptoms, and requested repairs. Ask the right questions to help identify service needs and provide technicians with clear information. Schedule and coordinate repair work based on customer needs, technician availability, shop capacity, and repair priority. Provide customers with timely updates regarding diagnostics, estimates, repair status, approvals, parts delays, and anticipated completion. Obtain customer authorization for repairs and additional work when required. Build and maintain strong relationships with fleet customers, owner-operators, vendors, and other customers. Professionally resolve customer questions and concerns and involve management when appropriate. Work Order & Repair Coordination Create accurate and complete repair orders in Shopmonkey. Clearly document customer concerns, requested repairs, approvals, and other information technicians need to complete the work. Work closely with technicians and parts personnel to keep jobs moving efficiently through the shop. Update repair orders as inspections, diagnostics, parts, and repairs progress. Monitor open repair orders and proactively identify missing information or potential delays. Help prioritize work based on safety, customer needs, vehicle downtime, technician availability, parts availability, and management direction. Coordinate outside services and vendor repairs when needed. Maintain accurate customer, vehicle, and equipment information within Shopmonkey. Documentation & Billing Support Ensure technician notes, labor, parts, outside services, shop supplies, customer approvals, and applicable charges are properly documented. Review completed repair orders for accuracy and completeness before invoicing. Follow up with technicians and management regarding missing labor entries, technician notes, parts, approvals, or other documentation. Help ensure completed work is invoiced and closed promptly rather than remaining unnecessarily open. Assist with invoice questions, corrections, and customer communication as needed. Maintain organized and accurate service records. Shop Support & Continuous Improvement Develop strong working relationships with technicians, parts personnel, management, and other team members. Participate in daily shop communication regarding workload, scheduling, customer needs, parts, and repair status. Support consistent use of Shopmonkey and other company systems. Identify opportunities to improve customer communication, shop workflow, documentation accuracy, and billing efficiency. Assist with implementation of new processes, procedures, and technology. Maintain a professional, organized, and customer-ready service area.