Yukon, OK
Order: 20081
Summary Description:
The Service Staff will report to the Service Manager. The Service Staff will work as a liaison between customers, Parts and
Service departments by keeping the customer and insurance companies updated on progress of repairs. Service staff employees
will also be responsible for discussing payment responsibilities and lead time on parts that need to be ordered and other parts that
the customer will supply.
Duties and Responsibilities:
• Provides customer service, including handling multiple phone lines and lobby traffic.
• Scheduling service appointments and recording vehicle/trailer information.
• Listening to request of the service desired and clearly explaining information on the repair order.
• Staying in contact with the customer during the repair with status updates.
• Periodically checking on the progress of the trailer during repairs.
• Relaying information to Shop Foreman and Technicians the customer’s needs.
• Maintain phone log, service log and customer contact spread sheet.
• Dispatching drivers to pick up and return trailers as needed for repairs.
• Open, close and bill out work orders.
• Contact companies for payments and PO per repairs completed.
• Contact companies for approval on repairs needed.
• Monitor gate access.
• Check in/out rentals and inventory trailers.
• Report rental return information including customer and service repair estimates.
• Collect funds for repairs completed, cash, check or credit card (in person and over the phone).
• Scan, email, mail, fax invoices, information, estimates, repair and damage photos to customers.
• Gather repair information – VIN, serial, model numbers as well as repairs needed.
• Dispatch and organize service calls to location of customer needs.
• Assist service techs with work orders, customer forms, DOT stickers and fuel card for shop vehicles.
• Perform other duties as required or assigned.
Qualifications and Job Requirements:
• Exceptional verbal and written communication skills.
• Must be computer literate with adequate skills in Microsoft Office Applications (Excel, Word, Outlook, etc.) as well as
10 key and internet-based systems. Karmak Fusion service system experience a plus.
• Must be able to answer phones and take messages in a professional manner.
• Must be able to handle and interact with customers, vendors and co-workers on a professional basis.
• Good attendance Monday through Friday. 8 a.m. to 5 p.m. (times may vary per dealership location).
• Keeps himself/herself groomed and clothed per the dealership guidelines.
Physical Demands: Safety Sensitive
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.
While performing the duties of this job, the employee is regularly required to use hands and fingers, to handle or feel; reach with
hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, depth
perception, color vision and the ability to adjust focus. The employee frequently is required to stand, walk, bend and crouch
Work outside and inside, around moving objects, and with vehicles and machinery with moving parts. Frequent exposure to
dampness and humidity, toxic chemicals, exhaust fumes, gasoline, and diesel fuel