Service Administrator

Job Description:

Title:  Service Administrator

Location: Rocky Hill, CT USA 06067

Duration:  06+ months (with possible of extension).

Shift:  : 1st Shift Monday through Friday schedule from 8:30 AM to 5:00 PM.

Pay Rate: $36/hr.

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.
• This role involves a high volume of customer interaction, including answering phone calls, providing quotes, scheduling service appointments, creating work orders, responding to emails, and maintaining clear communication with both customers and internal teams.
• Strong interpersonal and communication skills are essential.
• The ideal candidate must be customer-focused, able to work effectively with others, and consistently provide white-glove customer service.
• Punctuality and professionalism are critical requirements for this position.
• Candidates must also be comfortable adhering to Client’s dress code and workplace expectations.
• These requirements are non-negotiable.
• Candidates should have 1–3 years of experience in the automotive service industry.
• Experience in power generation is highly preferred and will be considered a strong asset.

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 Client’s 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 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 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 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. Multi-tasking.

2. Computer Skills.

3. People Person.