Field Service Advisor II

Role Summary

The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. Experience in training, process standardization, continuous improvement, and managing escalations is a plus.

Responsibilities

• Read and comprehend instructions and follow established procedures. Assist in the development of standardized work
• Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers
• Monitor and report on Key Process Indicators such as Safety, Production, Quality, Delivery and Cost. Maintain a strict adherence to the Standard Operating Procedures, thereby clearly identifying irregularities that may cause inefficiencies and prescribing corrective measures to improve these processes.
• Monitor and manage budget within Area of responsibility
• Communicate best practices, problem resolution and performance data to Supervisor and boundary partners as needed
• Maintain a high-quality relationship with all departments within the organization
• Support and participate in initial Launch activities for setting up SC locations and model change activities
• Works collaboratively with Operations teams to communicate with customers and identify solutions to reduce customer impact
• Works every day to deliver an exceptional customer experience.
• Answer phone calls, emails, and drive-ins to address any customer concern with the highest level of response and attention
• Translate customer-reported service-related problems to actionable work orders for technicians to complete
• Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system
• Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions
• May perform other duties as assigned

Qualifications

• High school diploma (or GED) preferred
• 1 - 2 years’ experience in a customer facing role
• Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving
• Organizational and time management skills.
• Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
• Strong written and verbal communication skills, with an ability to translate customer needs
• Basic mathematics skills to prepare and transact estimates and payments
• Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
• Minimum age of 21
• Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours
• No driving related suspensions or revocation of Driver License (within a 3-5year period)