Heavy Duty Truck Shop Service Administrator / Customer Service Representative

Job Description

Job Description

Heavy Duty Truck Shop Service Administrator / Customer Service Representative

Job Title : Heavy Duty Truck Shop Service Administrator / Customer Service Representative

Compensation : $25 / hour to $30 / hour depending on experience

Department : Service Department

Reports To : Service Manager

Location : San Jose

FLSA Status : Non-Exempt / Hourly

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Position Summary :

The Service Administrator / Customer Service Representative plays a critical role in ensuring smooth daily operations of the heavy-duty truck service department. This individual serves as the frontline point of contact for customers, coordinating service appointments, managing repair order documentation, processing warranty and invoicing paperwork, and supporting the service management team to deliver a superior customer experience.

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Key Responsibilities :

• Greet and assist service customers in person, by phone, and electronically.
• Open and manage repair orders (ROs) in the dealer management system (e.g., CDK, Karmak, or similar).
• Accurately capture customer concerns and service requests and communicate them to the lead technicians or technicians.
• Coordinate appointment scheduling, vehicle status updates, and follow-up communications.
• Ensure timely and accurate processing of repair order billing, warranty claims, and internal / external work orders.
• Collaborate with technicians, parts personnel, and service managers to ensure work is completed efficiently and customer expectations are met.
• Maintain service files and records in compliance with company policy and regulatory requirements.
• Assist with cashiering, collecting payments, and managing fleet account documentation as needed.
• Support reporting, timekeeping, and other administrative tasks for the service department.

o Daily Time Keeping and Bi-weekly Payroll via Paycor

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Qualifications :

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Work Environment & Physical Requirements :

Compensation details : 25-30

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