Type:

full-time

Job Description:

Job Title:

Service Administrator•

III Duration:

2026-09-08 to 2027-03-07 (possibility of extension)

Location:

Cloverdale

VA 27077 JOB SUMMARY

This is an onsite role, Monday through Friday, from 7:30 AM to 4:30 PM. With possible overtime.

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.

Qualifications and Competencies:

Communicates effectively

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manage 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 using 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 or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Education, Licenses, Certifications :

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience. Top 3 Skills you are looking for: 1. Customer Service excellence, prior experience in an automotive industry would be preferrable 2. Previous parts Knowledge 3. Computer savvy This candidate will welcome customers to the shop for service events, answer phone calls regarding service requirements, connect with units for immediate assessment, open and complete work orders for customer service events, invoice completed work orders, and provide support to the parts team during vacations and other staffing needs. Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions.

Visit https:

//dexian.com/to learn more. 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