Customer Care Advisor 14-0177

Company Name:
Cummins Bridgeway, LLC
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 Supervisor. 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.
Greet customers and assist in opening work orders.
Build quotes and determine warranty coverage.
Consult with customers throughout service event, including status updates to customer.
Work orders documentation, start to finish, including invoicing and payment.
Assist in oversight of the technicians.
Assist in assigning of work to technicians.
Handle policy settlements.
Schedule field technicians.
Prioritize repair work.
Handle difficult warranty claim issues.
Help to coordinate technician training.
Keep the shop a safe working environment; enforce safety procedures.
Sell our products and services; up sell, when possible.
Maintain professional atmosphere.
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.
Customer service focused.
Ability to be flexible in a fast paced environment.
Embraces change.
Able to train and develop others.
High School Diploma.
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.
Able to train and develop others.
Excellent written and verbal communication skills.
Work directly with internal and external customers.
Comfortable working with a computer, including BMS/Oracle and Custom Reporting.
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.
Ability to sell products and services.
Thorough understanding of Cummins warranty process.
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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