Service Administrator III

Job Title:

Service Administrator•

III Duration:

7 months (high possibility of extension)

Location:

Hilliard, OH 43026

Pay Rate:

$27.00

• $28.

96

Schedule:

Monday-Friday; 7:00am-4:00pm with a 1-hour lunch break.

JOB SUMMARY

Description:

Job Summary:

Serves as first point of contact with customer 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 some status updates to customers, as requested

Skills:

• Ability to thrive in a customer facing position
• Experience in the auto/truck repair world (quoting, invoicing, assisting customers)
• Eagerness to learn and grow as part of a team
• Not afraid of a challenge
• Multi-tasking
• Mechanical knowledge
• Affable disposition
• Previous experience as a service writer or service technician would be a plus

Job Requirements:

• Heavy Customer Service focus
• Check in customers
• Create estimates and quote repairs
• Handle invoicing
• Start work orders

Education, Licenses, Certifications:

Education:

High school diploma or equivalent required. With AA or technical degree in automotive/trucking industries would be a plus.

Qualifications and Competencies 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. Diagnostics Application
• Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

Warranty Process

• Analyzes customer issues to verify root cause of failure and associated progressive damage and 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 a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Technical Escalation

• Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Service Documentation

• Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done. Electronic Service Tool Application
• Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

I look forward to connecting soon! Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/ . Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.