Service Advisor/Writer

Whiteford Kenworth • Full-time • Lima, OH, US • 4d ago

Job Summary

Whiteford Kenworth is seeking a customer-focused and detail-oriented Service Advisor to serve as the primary liaison between customers and our service department. This role is responsible for coordinating repairs and maintenance for heavy-duty trucks, communicating with customers throughout the repair process, and ensuring an exceptional service experience from vehicle check-in to service completion.

The ideal candidate possesses strong communication and organizational skills, a commitment to customer service, and the ability to effectively manage multiple priorities in a fast-paced environment. Success in this position requires professionalism, problem-solving skills, and the ability to build trust with customers while working closely with technicians, parts department personnel, and management.

Responsibilities

Greet customers promptly and professionally in person, by telephone, and through electronic communication
Listen to customer concerns and accurately document vehicle issues, symptoms, and service requests
Create detailed repair orders that clearly communicate customer concerns and repair requirements to technicians
Schedule service appointments and assist with workflow coordination to maximize efficiency and customer satisfaction
Communicate repair recommendations, estimated costs, timelines, and any changes to the scope of work while obtaining proper customer authorization
Monitor repair progress and provide timely updates to customers throughout the service process
Collaborate with technicians and parts personnel to ensure repairs are completed accurately and efficiently
Process warranty, policy, and customer-pay repair orders according to company and manufacturer requirements
Establish methods of payment and assist with obtaining credit approval when necessary
Review completed repairs with customers and address any questions or concerns
Follow up with customers to ensure satisfaction and resolve service-related issues promptly and professionally
Maintain accurate records of customer interactions, vehicle history, repair documentation, and service transactions
Uphold company standards for customer service, professionalism, appearance, and business practices
Comply with all company policies, procedures, and safety requirements
Maintain a clean, organized, and professional work environment
Ability to maintain regular attendance and work scheduled hours necessary to meet customer and business needs
Perform other duties and responsibilities as assigned

Benefits

Comprehensive medical, dental, and vision insurance
Company-paid Group Life and AD&D insurance
Short-term disability, life insurance, and other voluntary benefit options
401(k) with company match
Annual paid time off (PTO)
Safety boot reimbursement
Professional work environment focused on safety, quality, and teamwork
Family-oriented culture built on collaboration, respect, and pride in workmanship

Qualifications

Previous Service Advisor, Service Writer, customer service, or related experience required
Heavy-duty truck, automotive, dealership, transportation, fleet, or service industry experience preferred
Excellent customer service and relationship-building skills
Strong verbal and written communication abilities
Strong organizational and time-management skills with the ability to manage multiple priorities
Ability to work effectively in a fast-paced environment while maintaining attention to detail
Strong computer proficiency and ability to learn dealership management systems and service software
Problem-solving skills and the ability to make sound decisions while maintaining a positive customer experience
Professional appearance and demeanor
Team-oriented, self-motivated, and dependable

Physical Requirements

Regularly stand, walk, bend, reach, and use hands and fingers to operate computers, telephones, office equipment, and dealership software systems
Ability to sit for extended periods while managing repair orders, communicating with customers, and performing administrative responsibilities
Frequently move throughout the dealership, customer areas, and service department
Must possess sufficient visual acuity to read computer screens, repair orders, technical information, invoices, and other written documents
Must possess sufficient hearing and verbal communication skills to effectively communicate with customers, technicians, vendors, and coworkers in person, by telephone, and electronically
Occasionally lift, carry, push, or pull materials weighing up to 25 pounds
Ability to frequently enter active shop areas and navigate around heavy-duty vehicles, equipment, and repair operations
Ability to work in both office and shop environments with occasional exposure to noise, dirt, dust, grease, fumes, and varying temperatures commonly found in truck dealership operations

About Us

Since 1929, Whiteford Kenworth has proudly supported customers across the transportation industry with trusted solutions and dependable service. Built on a legacy of reliability and customer-focused values, we are committed to delivering an exceptional experience at every touchpoint. From truck sales and leasing to maintenance, repair, parts, and body shop services, our experienced team is dedicated to providing comprehensive, high-quality support. We take pride in helping keep our customers on the road with confidence through every stage of their operation.

We provide equal opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

The work environment and physical demands described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations will be considered in accordance with applicable law.

Benefits: