The role of the Service Advisor I is to manage maintenance repairs on behalf of Wheels and within our clients' parameters. This specialized/technical position will spend most of the time negotiating with vendors on proper repair procedures, cost effective pricing, and vehicle downtime. While approving repairs on our client's behalf, special attention must be given to ensure specific Client instructions and approval parameters are followed. When Fleet authorization is required, the Service Advisor I should use a consultative approach, including providing a repair recommendation.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS
Authorize mechanical repairs on behalf of Wheels' Clients
Ensure safety related and scheduled repairs are completed.
Approve proper repair based on mileage, months in service, and prior repair history.
Negotiate the cost of repair to the published fleet price or the pre-negotiated Wheels Network rates & times.
Adhere to current parts and labor reference guides for parts pricing and labor times.
Manage Client authorizations limits and instructions.
Conduct proper follow up on all down vehicles and pending transactions.
Resolve transaction discrepancies with vendors.
Escalate all Client approvals to team lead or mentor, when appropriate
Document Client savings
Clearly and accurately document transaction in activity log
Submit all component failures repaired at dealerships to the warranty team that qualify for goodwill adjustments.
Adhere to contact center scheduling and performance metrics.
Understanding of Driver Services, Network Management, MAP & Collision functions
General knowledge of all Wheels departments
Other duties may be assigned.
Desired Behaviors:
Reliable
Adaptable
Decision maker
Team player
Results oriented.
Cooperative
Adaptable / flexible
Supportive of decision making
Delivers on commitments.
Remain educated and involved in industry activities.
Able to work flexible schedule to support hours of operation (may include weekends)
LEADERSHIP RESPONSIBILITIES
This position has no managerial responsibilities.
COMPETENCIES - SKILLS
Technical knowledge of automotive repair
Customer service oriented
Clear, concise communication, both verbally and in writing
Creative and efficient problem solving
Negotiation
Experience with industry labor guides, such as AllData
Ability to interpret Client specific instructions.
Proficient in Windows and Microsoft Office (Outlook)
EDUCATION AND EXPERIENCE
One (1) to two (2) years automotive experience or equivalent technical education
High School diploma or equivalent required
Fleet industry experience a plus
Some college preferred
JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work Environment: This is a remote position.
Positions Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: No Travel required for this position
Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.
DISCLAIMER
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
