Support Service Account Manager - Pacific, WA

Overview

Freightliner Northwest in Pacific, WA is looking for a Support Service Account Manager who will make a great first impression with customers at all times and provide outstanding customer service through final delivery.

Helping customers satisfy their transportation needs since 1986, Gordon Truck Centers, Inc. (GTC) is an expanded network of 18 dealerships doing business as Freightliner Northwest, Western Star Northwest, TrailerCraft and Freightliner of Hawaii. As a full-service Freightliner, Western Star, Wilson Trailer dealership family, GTC can sell, finance, insure and service commercial trucks for medium and heavy-duty applications.

We are the premier Dealership Family in the Pacific Northwest and we build our team with the best employees. The expertise and efficiency of our team delivers first class service to our customers, safely and reliably and we offer a variety of career opportunities across our dealership network. We're looking for qualified applicants who are interested in joining the best Freightliner dealership in the Northwest! Click to learn more about GTC.

Responsibilities

Job Summary

• Greet and communicate with customers and initiate service write up for repairs.
• Accurately take customer information, record the customer’s requests, and prepare written estimates.
• Schedule and plan related work in the shop directly with the service foreman.
• Communicate directly and effectively with shop management. Problem solve with the team.
• Communicate with the customer/driver on the status of repair at all times.
• Open and close repair orders, enter other work needed, check for warranty coverage, and use system and processes.        
• Assist with overseeing correct data entry on all repair orders. Focus on and ensure accuracy of all data and codes going into system.
• Collect purchase order information, warranty information and/or customer payment.
• Use good judgment to maintain a safe & organized work environment.
• Accept ownership for accomplishing new & different requests & exploring value added opportunities.
• Develop and grow position.
• Other duties assigned as business needs require.

Qualifications

Job Requirements, Education and Experience

Education: High School diploma or equivalent preferred.

Experience: Previous Service Advisory experience preferred or one (1) year or more related experience in a repair facility. Technical knowledge of heavy-duty vehicles preferred by not required. Previous customer service experience required.

Skills: Must be professional and safety minded at all times. Excellent communication both verbal and written, listening skills. Good customer service skills. Ability to prioritize and multi-task. Able to work with minimal supervision and direction. Ability to work independently as well as part of a team.

Job Conditions and Details

Physical: (These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.) Requires sitting, typing and 10-key, walking and some stairs.  Occasional lifting.  Climbing around heavy-duty vehicles. Extensive use of telephone and computer keyboard.    

Environmental:  Indoors with occasional outdoor duties.  Occasional transport of documents between buildings in seasonal weather conditions.  Some noise while visiting other departments.

Hours:  Monday - Friday, 8AM to 4:30PM

Compensation:$22.00 to $25.00 per hour base pay, based upon experience. This position is also eligible for an annual incentive of up to $6k total, paid monthly.

GTC General Benefits Description 

Gordon Truck Centers, Inc. (GTC) provides a healthcare plan that covers medical, dental, vision and prescription benefits for eligible employees as well as a basic group term life insurance policy and employee assistance program. Eligible employees can enroll in our company Health Savings Account (HSA). Employees can contribute up to 60% of their pre-tax earnings to 401k and the company will match dollar for dollar of your contributions up to 3% of your income for qualifying employees. Tuition reimbursement, and profit sharing are available for hired applicants. Employees also receive paid vacation, personal time off (PTO) and six (6) paid holidays. More information can be found at https://www.gordontruckcenters.com/benefits.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

All offers of employment are made contingent upon successfully passing a pre-employment drug screen and criminal background check.  A motor vehicle records check is also required for positions with driving responsibilities.

E-Verify Program

Gordon Truck Centers, Inc. uses the E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov and click on 'E-Verify' located near the bottom of the page.