Service Writer/Advisor

Service Writer/Advisor

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest assetour employees.

As a Service Writer/Advisor you will support the Service Manager and act as a liaison between service technicians and customers. This person gathers details from the customer to understand the equipment issues and clearly communicate those issues to the service team for swift resolution. In turn, the Service Writer/Advisor communicates back to the customer with information regarding what was found to be the root cause of the issue, the repair taken to resolve and potential actions needed to prevent in the future. Also, this person will be responsible for upselling additional parts and service when opportunities arise based on inspection findings and the recommended actions/maintenance from the manufacturer. Finally, the Service Writer/Advisor delivers superior customer experience.

Primary Responsibilities:

• Interact with customers, listen to their concerns/issues, and provide updates throughout the service repair process (inspection to invoice)
• Work within the dealership systems, including the customer communication platform, Modern, to ensure customer understanding and preferred contact info as well as providing updates on estimates, quotes, and repair progress
• Consulting with Service Manager and technicians about needed repairs and alternatives that can be offered to meet customer needs
• Communicate with customer proper maintenance and practices to limit downtime and extend the life of their equipment
• Upsell parts and service, selling the value of Yancey Bros Co, including additional warranty and CVA options
• Ensure YBC is delivering superior customer service and addressing situations where the customer does not feel we have delivered

Additional Responsibilities:

• Participate in required safety program, and work in a safe manner.
• Additional duties as assigned by manager.

To be successful in this position you must have a strong desire to learn. You should be very self-motivated, disciplined and possess a sense of urgency with a desire to provide superior customer service. The ability to take direction and work in a team environment is essential to this position as well.

Education/Experience:

• Bachelor's Degree, Associate's Degree, or Technical School degree in related field required or Equivalent equipment and customer relations experience can be substituted.

Required Qualifications/Skills:

• High energy, excellent listening/communication skills, and a strong work ethic required
• Good technical aptitude
• Patient disposition and ability to resolve conflict
• Comprehension skills to quickly understand customer concerns as well as potential complex technician recommendations
• Skilled in 'Basic' computer applications - Word, PowerPoint, Excel, Acrobat and other computer applications associated with the position
• The ability to communicate through email and phone - sending & receiving notes, attachments, etc.
• Effective use of Cat Systems (or ability to learn)

Preferred Qualifications/Skills:

• Industry or segment specific experience is preferred

Values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.
• Excellence: We strive to be the best, continuously improving our customers' experience and the solutions we provide.
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values:

• Acting in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embraces change/improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude

What We Offer:

Yancey Bros. Co. offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure:

• Competitive Pay
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

Employee Wellness Program:

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off:

• Paid Holidays
• Paid Sick Leave

Career Development:

• Tuition Reimbursement
• Ongoing Training
• Advancement Opportunities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.