What are the responsibilities and job description for the Commercial Vehicle Service Advisor position at ABC Companies?
ABC Companies is a leading provider of transportation solutions, offering vehicles for 8-81 passengers, along with parts, service, and financing to support fleet operators across North America. Family-owned and operated since 1972, ABC is driven by its mission to advance the transportation industry through innovative, collaborative solutions that redefine the standard. Guided by its core values of Integrity, Trust, Collaboration, and Innovation, ABC is committed to delivering customer-focused, high-quality solutions that enhance safety, performance, and reliability.
Join ABC Companies as a Commercial Vehicle Service Advisor and become the trusted connection between our customers and service team. In this fast-paced, customer-focused role, you'll coordinate repairs, prepare estimates, manage work orders, and communicate with technicians, vendors, and customers to ensure every repair is completed efficiently and to the highest standards. If you enjoy building relationships, solving problems, and delivering exceptional customer service in a dynamic service environment, this is an opportunity to grow your career with an industry leader in commercial transportation.
Benefits & Perks
At ABC Companies, we recognize that our employees are our greatest asset. We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Retirement Plan
- Company-Paid Short-Term Disability Insurance
- Company-Paid Long-Term Disability Insurance
- Company-Paid Basic Life & AD&D Insurance
- Voluntary Term Life & AD&D Insurance
- Flexible Spending Accounts (FSA)
- Hospital Indemnity Insurance
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Paid Holidays
- Training and Professional Development Opportunities
- Career Growth and Advancement Opportunities
Benefits eligibility and offerings are subject to plan terms and company policies.
Position Overview:
The Service Writer is responsible for delivering exceptional customer service while coordinating service and repair projects, managing work order workflows, supporting service sales, and administering operational processes within a commercial vehicle service environment. This role serves as the primary liaison between customers, technicians, vendors, insurance representatives, and internal departments to ensure efficient job execution, accurate estimating and billing, and a positive customer experience.
The Service Writer supports both mechanical and collision repair operations by coordinating repairs, maintaining communication with stakeholders, and ensuring projects are completed safely, efficiently, and in accordance with company standards.
What Success Looks Like
In this role, you'll make an impact by:
- Delivering an exceptional customer experience through clear communication, responsiveness, and professionalism.
- Coordinating repair projects that are completed accurately, efficiently, and on schedule.
- Building strong partnerships with customers, technicians, vendors, and insurance representatives to ensure seamless service delivery.
- Preparing accurate estimates, work orders, and invoices that support operational efficiency and customer satisfaction.
- Helping maximize shop productivity by effectively managing workflow, prioritizing repairs, and proactively resolving issues before they impact customers.
Key Responsibilities:
Customer Service & Communication
- Serve as the primary point of contact for customers, establishing strong relationships and ensuring a positive experience throughout the repair process.
- Assess customer needs, recommend services, and identify opportunities to promote products and solutions.
- Maintain ongoing communication with customers before, during, and after repairs to provide updates on status, timelines, approvals, and completion.
- Handle customer concerns and inquiries professionally while working toward timely resolution.
Work Order & Repair Coordination
- Create, manage, and close service work orders while ensuring all required documentation, approvals, and customer authorizations are obtained.
- Prepare detailed and accurate repair estimates, including labor, parts, materials, and projected timelines.
- Support scheduling, prioritization, and planning of work to maximize shop efficiency and vehicle turnaround times.
- Monitor work-in-process activity and identify delays, cost overruns, or operational concerns that may impact customer commitments.
- Coordinate with technicians and shop leadership to ensure repairs progress according to schedule.
Parts, Billing & Administrative Support
- Coordinate with Parts personnel to ensure parts are sourced, received, tracked, and assigned to the appropriate work orders.
- Review completed work orders and verify labor, parts, and materials for accuracy prior to billing.
- Finalize invoices and support timely billing and payment collection activities.
- Maintain accurate records related to work orders, estimates, parts usage, customer communications, and repair status.
- Identify and resolve discrepancies related to labor hours, parts usage, estimates, or billing.
Collision & Insurance Coordination
- Collaborate with insurance representatives, adjusters, vendors, and other third parties to obtain approvals, support claims-related repairs, and ensure accurate documentation.
- Assist with preparing repair estimates, bids, and large project quotations.
- Monitor insurance approvals and supplement requests to support efficient repair completion and reimbursement processes.
Compliance & Operational Support
- Track and analyze job data, costs, and performance metrics to support operational decision-making.
- Ensure compliance with company policies, safety procedures, and applicable regulatory requirements.
- Support general service operations as needed, including occasional movement of vehicles within the facility.
- Perform additional duties and special projects as assigned.
Qualifications:
- High School Diploma or equivalent required.
- Previous experience as a Service Writer, Service Advisor, Collision Estimator, Service Coordinator, or similar role within the transportation, commercial vehicle, automotive, collision, or fleet maintenance industry preferred.
- Experience preparing estimates, managing work orders, and coordinating repair activities preferred.
- Familiarity with Microsoft Office and service management software systems.
- Experience working in a fast-paced environment with multiple priorities and competing deadlines.
- Valid driver's license required.
Skills:
- Strong customer service and interpersonal communication skills.
- Ability to manage multiple projects and priorities simultaneously.
- Strong organizational and time management skills.
- Detail-oriented with strong analytical and problem-solving abilities.
- Ability to interpret technical information and communicate effectively with customers.
- Effective collaboration with technicians, vendors, insurance representatives, and internal stakeholders.
- Proficiency with computers, service management systems, and business software applications.
- Proactive approach to issue resolution and continuous improvement.
Physical Demands:
- Ability to remain in a stationary position for extended periods of time.
- Ability to occasionally stand, walk, bend, reach, and move throughout a service facility.
- Ability to lift, push, or pull light to moderate weight as needed.
- Ability to work in an office and service shop environment with occasional exposure to noise, moving vehicles, and shop equipment.
ABC Companies is an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.