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SUMMARY
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The Service Advisor position will be responsible for administrative tasks, customer service, and providing support to service technicians and managers. This position will assist in the efficient operations within the service department.
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ESSENTIAL DUTIES
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- Greets customers in a professional manner and determine their service needs, both in person and over the phone.
- Provides information about available services, pricing, and service timelines.
- Answers phone calls and respond to emails promptly and professionally.
- Ensure schedule of services for customers are followed and completed each month based on the frequency and location, to include repair or corrective faults noted during the previous service.
- Receives repair requests, schedules service appointments, and manages service calendars efficiently.
- Maintains accurate records of service appointments, repairs, and customer interactions.
- Coordinates with parts department for pricing and availability of required parts for service jobs, provides customers with repair estimates for approval, and confirms orders for parts upon receipt of approval.
- Prepares and closes repair workorders for invoicing, ensures all charges for labor and parts and accurately charged on the work order.
- Acts as a liaison between customers and service technicians, conveying relevant information accurately.
- Schedule and prioritize service jobs based on urgency and technician availability.
- Communicates service updates and completion times to customers in a timely manner.
- Collaborates with other departments to address customer inquiries or issues effectively.
- Provide basic technical assistance to customers over the phone or in person.
- Interpret customer descriptions of equipment issues and convey them clearly to service technicians.
- Attends departmental meetings and trainings as scheduled
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QUALIFICATIONS
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- Education
- High school diploma or equivalent
- Experience
- 2-3 years administrative experience
- Licensure
- Valid Guam Driver’s License
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KNOWLEDGE, SKILLS, AND ABILITIES
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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.
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- Knowledge
- Administrative — Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
- English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Skills
- Service Orientation — Actively looking for ways to help people.
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking — Talking to others to convey information effectively.
- Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
- Writing — Communicating effectively in writing as appropriate for the needs of the audience.
- Abilities
- Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
- Written Comprehension — The ability to read and understand information and ideas presented in writing.
- Written Expression — The ability to communicate information and ideas in writing so others will understand.
- Near Vision — The ability to see details at close range (within a few feet of the observer).
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HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES
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- Responsibilities
- Follow standard safe work procedures
- Identify and report hazards and environmental aspects
- Follow reasonable instructions
- Act responsibly for the safety of self and others
- Participate in HSE improvement activities
- Wear designated personal protective equipment
- Ensure
- Key Activities
- Report all unsafe situations immediately to Supervisor/Manager
- Take corrective action within own ability and report to supervisor
- Report all injuries, near hits and plant or equipment damage
- Support fellow employees
- Support HSE committees
- Ask about and keep informed of workplace hazards
- Attend training as requested
- Accountability Measures
- Processes of supervision
- Current knowledge of HSE Committee and discussions
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PHYSICAL DEMANDS
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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.
- 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.
- The physical requirements of this position involve sedentary work, which involves sitting most of the time
- Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body
- The worker is required to have close visual acuity to perform activities such as preparing and analyzing data and figures, and viewing a computer terminal
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WORK ENVIRONMENT
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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.
- In door office, air conditioning, well-lit office space. This role routinely operates standard office equipment such as computers, phones, photocopiers, and filing cabinets.
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SUPERVISORY RESPONSIBILITY
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This position has no direct supervisory responsibility
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OTHER DUTIES
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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.
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