Customer Care Advisor - Field 14-0104

Job Summary:
The Customer Care Advisor can be viewed as three or more different positions depending on the role the person is performing and in some cases their duties overlap. Three generally used roles are the Service Writer who greets customers and set up work orders, the Service Supervisor who build quotes, consult with the customer and manages the work order while its in progress and the Shop Foreman who manages the technicians and the activity on the floor. This job description reflects the role of Service Manager.
To WOW the customer & ensure the shop and technicians are utilized to the fullest potential. To ensure SAFETY remains the #1 goal of Cummins Bridgeway LLC.
Review reports and direct service staff to achieve profitability and maintain corporate measures, as needed
Develop and enforce shop policy and procedures.
Consult with customers, as appropriate.
Provide diagnostics, troubleshooting support.
Help coordinate technician training.
Keep the shop a safe working environment; enforce safety procedures.
Help to maintain shop equipment and tooling.
Coordinate technician schedules. Follow up with Service Supervisor to ensure adequate coverage, if needed.
Sell our products and services; up sell, when possible.
Maintain professional atmosphere.
Customer service focused.
Ability to be flexible in a fast paced environment.
Embraces change.
Able to train and develop others.
High School Diploma.
Supervisory experience in automotive or service industry.
Customer service experience.
Technical experience in engine operation and repair.
Skills and Abilities:
Ability to remain customer service focused.
Ability to be flexible in a fast-paced environment.
Ability to adapt to change.
Excellent written and verbal communication skills.
Ability to sell products and services.
Comfortable working with a computer, including BMS/Oracle and Custom Reporting.
Thorough understanding of Cummins warranty process.
Ability to multi-task, detail oriented.
Able to resolve conflicts with customers and employees.
Able to troubleshoot repair.
Basic electrical understanding.
Basic diesel engine understanding. ility to be flexible in a fast-paced environment.
Work Environment:
Front office, shop office and shop floor.
Must be able to handle busy peak periods.
Temperature extremes.
Noisy environment.

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