What are the responsibilities and job description for the Customer Service Advisor position at Groff Tractor & Equipment?
Department:
AfterSales
Location:
York County
Reports To:
Director of AfterSales, Cust Engagement
Supervises:
None
Purpose:
Enhance customer satisfaction and loyalty by delivering responsive, knowledgeable support via phone, text, and email for all products and services offered through the dealership.
Key Responsibilities:
- Provide prompt, effective resolutions to customer inquiries using phone, email, and other communication tools
- Accurately troubleshoot and resolve issues related to precision hardware, software, and other dealership-supported products
- Act as a knowledgeable internal resource, supporting dealership teams with customer-facing information and guidance
- Take full ownership of customer interactions to ensure timely and satisfactory outcomes
- Make proactive outbound calls in support of dealership initiatives across Sales, Parts, Service, and Integrated Solutions
- Engage in ongoing training to expand product knowledge, technical skills, and service capabilities
- Deliver training sessions to customers and internal teams during off-season or as needed
- Consistently meet contact center performance metrics (e.g., call volume, resolution rates)
- Adhere to case management protocols, ensuring all issues are documented with clear problem and resolution details
- Maintain a clean, safe, and organized work environment
- Comply with all safety policies and operational guidelines
- Accurately complete required forms and documentation associated with work activities
- Record all time and materials used in accordance with dealership processes
- Perform additional duties as assigned
Experience, Education, Skills and Knowledge:
- Outstanding customer service and communication skills
- Ability to solve problems by using all available resources (i.e. Service Advisor, Parts ADVISOR, DTAC/CCMS)
- Flexibility to travel to stores when required
- Ability to use standard desktop applications such as Microsoft Office and internet functions
- Ability to use the dealer business system and other programs specific to the position
- Exceptional customer service and communication skills
- Strong problem-solving abilities with resourcefulness in using internal tools (e.g., Service ADVISOR, Parts ADVISOR, DTAC, CCMS)
- Willingness to travel to dealership locations when necessary
- Proficiency in Microsoft Office and internet-based applications
- Familiarity with dealership business systems and support platforms
- Must have a valid driver's license and be able to meet company driving requirements