Service Administrator

Location: Albuquerque, NM

Pay Range:  $18 to $22 per hour

Overview

Come grow with us by joining our team as a Service Administrator!  In this role, you will play a critical role for the company and will work alongside other professionals within the team and other departments. The Service Administrator is responsible for documenting customer concerns about vehicles. The position requires excellent customer service skills and knowledge of the automotive/bus industry. When a customer requests a repair, the service writer enters information into the computer software detailing the repairs that are needed, how much time should be allocated to make the repair and notifies the Service Department. This position will also have some warranty responsibility. This position is the first person the customer talks to in the service department, so it is essential that a helpful and knowledgeable demeanor is demonstrated. Must be aware of service department policies and procedures, along with the correct procedure to open and close retail work orders. This position works with supervision.

Who is Model 1, formerly known as Creative Bus Sales?

Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you.  Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what’s next.

It’s the strength of our relationships – both with customers and manufacturers – that allows us to keep a finger on the pulse of what you need and what’s possible to not just source but create together. Whether it’s custom-built vehicles or alternative fuel and electric vehicle (EV) options, you’ll have a partner from challenge all the way through solution and beyond.

Our Core Values: At Model 1, we are committed to living our core values:

• Solving Problems: Trust what you know.  Work together to find solutions.  See every angle and figure it out.
• Setting the Tone: Establish the mood that puts others at ease.  Be the person that you’d want to interact with – approachable and transparent.
• Drive Forward: Keep your eyes up to see what’s ahead.  Imagine better methods.  Seize opportunities.  Move the business and the market, meaningfully.
• Find Balance: Match your energy at work to your energy with family, friends, and community.  Decide and align your priorities.  Pour into yourself and those around you.
• Own It: Take the extra step.  Fix issues when they come up.  Care from start to finish.  Do the right thing, every time.

Responsibilities

Below is an overview of the duties and responsibilities you would take on in this role:

• Check condition of vehicle at arrival.
• Communicate with the driver/customer on service requirements of vehicle.
• Fill out the work list, repair order and all applicable factory warranty paperwork.
• Write up retail work orders using Board of Consumer Affairs,” Write It Right” guidelines.
• Keep track of the status of vehicles
• Act as point of contact for all customers and sales personnel for issues related to your assigned department.
• Communicate the status of the vehicle with the customer.
• Communicate the cost associated with the repairs with the customer.
• Communicate timelines and service updates to customers and assist in maintaining an accurate service schedule.
• Communicate with service department management on status, quotes, and pricing.
• Communicate with customers and CBS Sales to assure the vehicles are being completed by promise dates
• Maintain positive relationship with vendors, customers, and employees.
• Coordinate with sales, parts, and warranty departments as required.
• Communicate with accounting and shop management with respect to customer payment for services.
• Assist and direct all assigned department service team members to assure all jobs are being complete
• Verify availability of parts
• Assist with filing warranty claims as needed
• Schedule with the service shop all applicable warranty repairs or locating a convenient warranty repair facility for the customer to transport vehicle.
• Obtain prior approvals for all warranty claims with various manufacturers.
• Maintaining line of communication with all repair facilities, obtain estimates for needed repairs and providing pre-approvals to vendors.
• Process and collect warranty claims with various manufacturers.
• Negotiate basic warranty claim issues and understand when to elevate to supervisor
• Verify repair procedure are properly documented; all parts match the story and process claim per manufacturers’ guidelines.
• Initiate the warranty repair work orders, documenting the customer complaint and detailing when the complaint occurs for the technician to diagnose properly.
• Get factory approvals, contact factory and customers with recalls and warranty procedures and warranty guidelines. Also, inform customer of costs associated with warranty repairs and length of time to repair.
• Communicate with management on all aspects of warranty department workflow, customer, and vendor and manufacturer issues.
• Answer telephones.
• Keep track of vehicles that are off property.
• May assist in training others
• Other duties as assigned.

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service

Minimum Job Requirements:

• High School Diploma or equivalent
• Two (2) years’ work experience specifically related to service writing/warranty or customer service.
• Understanding of the operation of the service and parts departments and the support of the sales and interaction with the administrative/accounting department
• Complete understanding of the warranty process
• Service Administrators must possess, and demonstrate good communications skills with both customer and internal relations in person, via telephone, and electronic communication
• Ability to analyze problems in order to determine warranty coverage.
• Strong negotiation skills
• Ability to organize and track issues concerning larger fleets operated under State or Government contract provisions.
• Bilingual is a plus
• Good understanding of the bus manufacturer’s needs and the needs of Creative Bus Sales customers.
• Professional demeanor and cooperative attitude.
• Highly organized.
• Punctual.
• Proficient with computer data processing

Physical Requirements

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individual with disabilities to perform the essential duties of the position
• Work will be performed both in an office environment as well as an outside area
• May be required to do frequent kneeling, stooping, squatting, crawling and climbing to perform multiple tasks of position
• Must have the ability to board vehicles and inspect under vehicles if necessary.
• Must be able to lift, push and pull a minimum of 50 pounds
• Must have good manual dexterity
   

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.

Company retains the sole discretion to change the duties of the position at any time.