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 :

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 :

Required Qualifications / Skills :

Preferred Qualifications / Skills :

Values :

Ideal candidates will demonstrate the following values :

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 :

Employee Wellness Program :

Personal Time Off :

Career Development :

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