RV Service Advisor

Middletown, NY

Full Time

RV Service

Mid Level

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The Service Advisor provides excellent service to customers, by assisting them in their desire to maintain and repair their RV, and by suggesting supplemental services and additional accessories for purchase.

Pay: Hourly base rate plus commissions. Pay can range from $17-$21 per hour 

Schedule: Monday-Friday 7:30am-5pm with Rotating Saturdays

Outcomes

Successful candidates will:

• Listen to customer’s description of problems with their RV, clarifying and documenting that information on a work order for technicians to perform the repairs or routine maintenance

• Perform walk around inspections on units to assess damage, repair needs, and opportunities for upselling services and accessories

• Verify warranty and service contract coverage by examining records and explaining provisions and exclusions; interact and negotiate with insurance and contract companies

• Develop estimates by costing materials, supplies, and labor, and calculate customer's payment

• Prepare work orders and match technicians to jobs; oversee technician’s work status and review for accurate billing and payment for time worked

• Perform research on customer RV service records and perform outreach to recommend and schedule preventative and periodically recommended services

• Maintain customer rapport by providing clear communication, explaining estimates, obtaining customer's approval, and answering questions and concerns

• Maintain records of corrective actions planned, customer contact, and authorizations

• Update job knowledge by participating in educational opportunities, such as reading manufacturers' publications

Supervisory Responsibilities

This position supervises a group of Service Technicians.  In some locations, this position also supervises a group of Detailers. Responsibilities include instructing and training in work methods; planning, scheduling and assigning work; checking and approving work; evaluating performance; and recommending disciplinary actions regarding unsatisfactory employees. 

Qualifications

• High school diploma

• Previous experience in a customer-facing service role desirable

• General knowledge of motor vehicles, building trades or RVs helpful, but not required

Competencies

• Verbal communication skills for friendly and effective customer and employee interactions

• Ability to listen and confirm understanding with customers, and then accurately convey information both verbally and in writing

• Ability to adjust to changing priorities through efficient and productive planning, organizing, and scheduling

• Works effectively both alone and in a team environment, and establishes collaborative working relationships with peers and staff

Physical and Environmental Conditions

• Talking and hearing, repetitive hand motion, using hands to grasp, pushing, pulling, climbing, crouching, and reaching with arms/hands, are required. May occasionally use ladders to access hard to reach areas.

• Ability to lift up to 50 pounds occasionally, and up to 20 pounds frequently, to move objects.

• Some exposure to adverse environmental conditions, but not to the extent of being undesirable.

Disclaimer

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

• This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. 

• The company reserves the right to add to/revise an employee's job duties at any time at its discretion.

• This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.