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Empire Cat · 1 month ago

Service Advisor - Customer Service

Reno, NV, USA

Full-time

Onsite

Mid Level

$59K/yr - $100K/yr

3+ years exp

Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona, committed to providing the best level of service for clients. The Service Advisor will collaborate with Parts, Service & Sales teams to develop client service repair options, serve as a single point of contact for clients, and maintain high levels of client satisfaction while driving revenues and net profits.

Construction

Growth Opportunities

Responsibilities

Serve as a single point of contact for the assigned client base. Receive and respond to all of the client’s needs, service requests and direct the additional services or resources follow up

Utilize technical and system knowledge and product/services expertise to understand client needs and provide best in class problem resolution and prioritization

Educate the client and respond to questions regarding products, parts, services and warranty options that are available through all internal and external facilities. Serve as the client’s resident expert in Empire’s solutions offerings

Identify and present other service offerings to the client to optimize the level of service and to lower client’s overall maintenance costs

Influence the established clients’ sales and profit goals and client satisfaction goals while adding value to the client repair

Take initial call and direct service requests to internal or external facility. Ensure internal/external facility’s understanding of the specific request. Provide the client with highly organized, effective, and efficient communication

Partner with internal or external teams to ensure work assignments are carried out on schedule and within an acceptable timeframe. Stay up to date on the status of assigned jobs in progress

Work with clients on timely preventative maintenance to achieve satisfaction while driving down cost and prevent unnecessary repairs

Approve estimates as directed by internal and external partners and/or management

Effectively manage client experience with ongoing follow up and communication to promote and ensure credibility and maintain a high level of client satisfaction

Ensure that the Service Advisor function is covered at all times. Monitor and respond to all assigned calls, emails, texts in a timely manner

Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures and standards

Respond to service requests in a professional manner at all times whether in office, on call or at home. Listen carefully, speak and act courteously while showing genuine concern for the client’s issue

Review pro-formas to ensure expectations are met and client approval is obtained in timely manner. Follow up with client on the invoicing and status of repair

Review client repair history to identify repair options, obtain technical information through current systems, and prepare the call in. Partner with shop planners, leads, and/or managers to negotiate settlements, discuss and resolve discrepancies, and balance client and Empire’s interests at all times

Cooperate well with personnel in other work centers and departments and maintains good employee relations

Actively participate in department and/or client meetings

Provide feedback internally to drive change sufficient to meet market demands and provide viable client solutions

Work within current systems to ensure all equipment/vehicle records are maintained for accuracy and thoroughness

Perform other duties as assigned

Work within and promote corporate values

Qualification

Client service expertiseTechnical knowledgeProblem resolutionService management systemsNegotiation skillsPlanning skillsInterpersonal skillsOrganizational skillsCommunication skillsSelf-starter

Required

Must have interpersonal, management, organization and planning skills sufficient to professionally assist clients, direct people and maintain acceptable levels of productivity

Ability to influence and motivate others

Must be able to technically assist and understand client needs and provide problem resolution

Must be able and willing to accept, communicate and enforce company policies, procedures and regulations

Must be able to utilize computer based service and work order management systems

Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously

Must possess assigned knowledge and experience relative to the equipment industry

Must have necessary negotiation skills to effectively reach an agreement with the client and/or vendors

Must be a motivated self-starter

Must have sufficient knowledge to understand client opportunities and to express these opportunities to the appropriate area within Empire

Must have sufficient knowledge to effectively utilize Internet, e-mail, spreadsheets, word processing programs and database management

Ability to maintain consistent attendance to meet all company standards and requirements

Must have acceptable attendance to meet all company standards and requirements

Proof of high school diploma or General Education Degree (GED)

Minimum of 3 years in a service advisor, client support, or related technical field

Must be able to communicate (speak, read, comprehend, write) in English

Preferred

College degree preferred

Previous knowledge of repairing, reconditioning and operating various equipment and medium/heavy duty trucks, engines and related components is preferred

Previous general experience in a Caterpillar Dealer Service Department preferred

Benefits

Competitive Pay

Vacation & Sick Leave

Medical/Dental/Vision

401(k)

Tool Discounts/Tool Insurance

Technical Training & Professional Development Classes

And More

Company

Empire Cat

MORE THAN GREAT MACHINES® Empire Southwest is a top authorized Caterpillar® dealer for heavy equipment and power generation throughout Arizona, Nevada, and Southeastern California.

Founded in 1950

Arizona, Sonora, MEX

1001-5000 employees