Service Advisor

Overall Position Summary: Advisor is expected to be an active, energetic and committed employee who is engaged and a viable member of our team. The advisor is to fully execute our check in process with customer units, communicate with other departments such as service technicians with needs and expectations, complete necessary paperwork and processes in place for our work order process.

Position Responsibilities, but not limited to:

1.    Keep people camping and have fun while providing excellent service to our customers!

2.    Complete the check in process of customer units:

a.    Process work order, take pictures of 4 all corners of the unit, document customer/unit information and the expectations from the customer. Inform the customer of our process prior to customer leaving and collect any required payments or information due up front before customer leaves facility. 

b.    Make sure customer understands what is warranty and what is customer pay.  We don’t want to surprise anyone with a large bill when they expected warranty to cover the repairs.  If you are unsure please ask the warranty clerk or service manager.

c.     Ask customer if they need an estimate before repairs begin, use Spader Flat Rate manual for Labor times.

d.    Warranty RO’s requiring parts for repair should be given to the warranty administrator so that a claim can be started and parts can be ordered.

3.    Verify all info gets into the computer system and anywhere else as needed.

4.    Assist and expedite smooth flow between departments.

a.    If parts need to be ordered gather the information and give it to the parts department for pricing and availability.

5.    Customer follow up with detailed notes/category in system (Lightspeed). Remain in communication with customer before they call you. Recommendation is to call customer once a week.  

6.    Correspond with service technicians regarding customer needs, updates and expectations. Guide the technician(s) to complete the task efficiently and successfully. 

7.    Flag technicians for repairs made daily

a.    If not a standard job make sure and utilize spader flat rate manual for labor times.  

8.    Complete post repair quality check when technician bring the completed RO to the counter and the unit is still in the shop.  

9.    Document, file and claim extended service as needed. 

10.Assist and expedite parts orders for customer needs.

a.    Special order parts require a deposit.

11.All completed work orders should be quality checked by advisor before calling the customer with completion of their service.  

12.Review and close out work order when task is finalized. 

Other responsibilities:

1.    Teamwork with all departments is required. Must assist department manager when asked. 

2.    Greet customers as they arrive at the facility.

3.    Answer phones and email in a timely and respectful manner.

4.    Collect and apply all payments to respective accounts when received. 

The above job description is not limited to the above details. Any information listed on the job description is at the discretion of the manager and can be altered as necessary due to business needs.