Description

Responsible for engaging customers on the phone and the service office, building trust and understanding their needs. Scheduling appointments for truck service, typically received personally from customer or company employee by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

First point of contact with customer coordinating repair, maintenance and service of vehicles and equipment.

Coordinates activities of personnel performing service on trucks, and other vehicles

Listens to customers' description of perceived problem with vehicle; understands their needs interprets description and prepares service ticket.

Communicates service process and provides timelines for follow up.

Utilizing the I-Pad, check in customer units.  Writes and opens a service ticket and states the symptoms in a style used by mechanics to diagnose and fix problems. Interview customers to get as much detail about the concerns as possible. Use customer interview questionnaire when they apply.

Ensures that customer or authorized representative signs repair orders prior to starting work. 

Estimates completion time required to complete service and/or repair, and informs customers of prices, completion date, anticipated delays, and any additional information

Communicates with the Service Foreman to schedule work for the shop with the resources available and judging the customers' needs.

Issues purchase and ensure that P.O. are billed out to outside vendors and sublet shops

Maintains customer communication and ensures customers are aware of the repair progress.

Enter data into computer, to determine total cost for customer. Collects payment for repairs.

Records or files copy of orders received according to expected delivery date.

Receives and checks on customer complaints.  Resolves differences or refers problem to

Service Manager.

Attempts to sell additional service or merchandise to customers, if appropriate.

Compiles statistics and prepares various reports for management

Reviews the completed repair order with the customer and answers any questions regarding

 the final bill.  Collects payment or escorts the customer to the cashier for payment.

Work hours will be discussed at interview.

This position may include Saturday rotation.

Requirements

At least 1 year of experience

Valid FL Driver's License

Customer Service and Automotive Experience a plus

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE  & TRAINING

Computer literacy desired.  Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.  Familiarity with truck mechanics administrative and customer service process issues is preferred.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common industrial and technical journals, financial reports, and organizational documents written in English.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to management, owner-operators, mechanics, parts personnel is required.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry as may be required to accurately define problems and quote pricing.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions that may be in written English, mathematical or diagrammatic form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS 

CDL desired; Florida Operators' Drivers License required.  Must maintain insurability for business purpose vehicle operations.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee frequently is required to sit.  The employee is occasionally required to stand; walk; stoop, kneel, crouch, or crawl; and smell.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles.  The employee is frequently exposed to moving mechanical parts and extreme heat.  The employee is occasionally exposed to toxic or caustic chemicals, outside weather conditions, and vibration.  The noise level in the work environment is usually moderate, except when in the vicinity of running diesel engines or air powered tools.

Summary

Orlando Freightliner is so much more than a heavy and medium truck dealership, with an award-winning service and parts center located in Central Florida. We're a company rooted in a commitment to provide GREAT SERVICE that delivers premium solutions for your company's commercial vehicle needs, whether it's a Freightliner truck, an Isuzu box truck, or a pre-owned semi-truck. Our commitment to GREAT SERVICE does not end with the purchase of your truck or van, it is only the beginning.

Employee Benefits at all of The Florida Truck Group Companies

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long Term Disability Coverage
• 401K, plus company matching
• Paid Vacation
• Paid Sick Days and Holidays
• Company Paid Uniforms (certain departments)
• Paid Training and Continuing Education (certain departments)