Field Service Advisor IV

Role Summary

The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.  This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.  Experience in training, process standardization, continuous improvement, and managing escalations is a plus.

Responsibilities

• Actively supports management in the planning and execution of the launch of Service centers by advising on best practices, providing subject matter expertise
• Supports planning, control, training, coordination, and technical support within assigned team in a role specific administrative function
• Assist in generating training tools and SOPs for new team members
• Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness
• Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager
• Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams; model cross collaboration
• Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience
• Communicate estimated completion time, regular updates, and follow through on each customer vehicle
• Translate customer-reported service-related problems to actionable work orders for technicians to complete
• Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system
• Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.
• Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers
• Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
• Lead continuous improvement activities as needed
• Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
• Analyzes service lapses that impact customer experience and work with supervisor to ameliorate
• Meet requirements of the state and federal law for automobile repair and consumer protection
• Read and comprehend instructions and follow established procedures. Assist in the development of standardized work
• May perform other duties as assigned

Qualifications

• HS Diploma or GED preferred
• 3 - 4 years’ experience in a customer facing role
• Degree or training in team leading/management is a plus
• Experience of working and managing a team in a fast-paced environment is highly favored
• Experience leading or mentoring teams of 4 or more
• Product and industry knowledge
• Very strong written and verbal communication skills, with an ability to translate customer needs
• Organizational and time management skills.
• Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving
• Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
• Basic mathematics skills to prepare and transact estimates and payments
• Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
• Strong understanding of written and spoken English
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
• Must be at least 21 years of age
• Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours
• No drug or alcohol related driving incidents in the last 3 years
• No more than 1 serious moving violation in the last 3 years
• Must have a valid driver's license in the state of residence that you will be driving/operating a vehicle
• Will be subject to continuous Motor Vehicle Record (MVR) monitoring
• No driving related suspensions or revocation of Driver License (within a 3-5 year period)