Service Advisor, Customer Service - Mesa, AZ - Military Veterans

Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment.

WHO WE ARE:

Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a third-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.

WHAT WE OFFER:

• Competitive Pay
• Vacation & Sick Leave
• Medical/Dental/Vision
• 401(k)
• Tool Discounts/Tool Insurance
• Technical Training & Professional Development Classes
• And More

Shift

1 st /Day Shift

Location

In-Shop

Schedule

Schedule to be provided by leader.

Salary Range

$58,796 - $100,130 per year

JOB SUMMARY:

Collaborate with Parts, Service & Sales teams to develop client service repair options to insure client loyalty, revenues, and net profits. Serve as a single point of contact for the assigned client base. Receive and respond to all of the assigned client's needs and service requests. Utilize technical and system knowledge and product/services expertise to understand client needs and provide best in class problem resolution. Maintain client satisfaction to a level that exceeds expectations and increases market share by providing cost saving solutions to Empire's clients.

ESSENTIAL FUNCTIONS:

• Serve as a single point of contact for the assigned client base. Receive and respond to all of the assigned client's needs, service requests and direct the additional services or resources follow up.
• Utilize technical and system knowledge and product/services expertise to understand client needs and provide best in class problem resolution and priorization.
• Educate the client and respond to questions regarding products, parts and services that are available through all of Empire Southwest departments and divisions. Serve as the client's resident expert in Empire's solutions offerings.
• Assist client with questions regarding company services including but not limited to: warranty options and coverage, parts returns, credit and finance, rentals, shop and field machining, Transport, Used Parts, Fluids Lab, Hydraulic parts and service, and EPS (Empire Power Systems) product support capabilities.
• Identify and present other service offerings to the client to optimize the level of service and to lower client's overall maintenance costs.
• Influence the established clients' sales and profit goals and client satisfaction goals while adding value to the client repair.
• Take in initial call in and direct service need to responsible areas' Service Planners and Leadpersons. Ensure their understanding of the specific request. Ensure the client receives higly organized, effective, and efficient communication on request.
• Partner with Service Planners, Leadpersons and Service Managers to ensure work assignments are carried out on schedule and within acceptable time frame. Proactively keep current on the status of assigned jobs in progress.
• Manage communication toensure the client fully undertands scope of work that will be performed.
• Effectively manage Client Support experience with ongoing follow up and communicatioln to promote and ensure credibility and maintain a high level of client satisfaction.
• E...