Service Advisor (base + incentive)

Gabrielli Truck Sales is looking to hire a Service Writer / Rental Agent!

Position Summary

Gabrielli Truck Leasing & Rental is seeking a motivated and customer-focused Service Writer / Rental Agent to serve as a key point of contact for customers requiring truck service, maintenance, repairs, and rental vehicles. This position combines service-writing responsibilities with rental coordination and requires excellent communication, organization, customer service, and attention to detail.

The Service Writer / Rental Agent will coordinate customer service needs from initial contact through completion, communicate repair and maintenance requirements to technicians, provide customers with updates and estimates, and assist customers with selecting and securing appropriate rental vehicles.

Essential Responsibilities

Service Writer Responsibilities

• Greet customers and provide professional, courteous service throughout the repair process.
• Act as the primary liaison between customers, technicians, parts personnel, and management.
• Open, update, and close repair orders accurately and in a timely manner.
• Obtain detailed information from customers regarding vehicle concerns, symptoms, and service needs.
• Write clear and accurate repair orders based on customer concerns and technician recommendations.
• Coordinate vehicle inspections, preventive maintenance, repairs, and warranty work.
• Communicate estimated repair costs, required repairs, and expected completion times to customers.
• Obtain customer authorization for repairs and document approvals appropriately.
• Monitor repair progress and provide customers with regular status updates.
• Review completed repair orders for accuracy, including labor, parts, sublet work, and other charges.
• Coordinate with technicians and the Parts Department to ensure timely completion of repairs.
• Assist with scheduling customer vehicles for service and maintenance.
• Identify additional maintenance or repair opportunities and communicate recommendations to customers.
• Handle customer questions, concerns, and complaints professionally and escalate issues when appropriate.
• Ensure customer vehicles are properly documented when received and released.
• Maintain accurate records and follow all company policies and procedures.

Rental Agent Responsibilities

• Assist customers with truck rental needs and determine the appropriate vehicle based on their requirements.
• Explain rental options, rates, terms, policies, and customer responsibilities.
• Process rental agreements and required customer documentation accurately.
• Coordinate vehicle availability, reservations, check-outs, extensions, and returns.
• Inspect rental vehicles with customers before and after rental periods and document vehicle condition.
• Coordinate vehicle cleaning, fueling, maintenance, and preparation between rentals.
• Track rental fleet availability and communicate vehicle status to the appropriate personnel.
• Coordinate with the Service Department regarding rental vehicle maintenance and repairs.
• Assist customers with vehicle exchanges, extensions, and other rental-related needs.
• Ensure rental vehicles are properly prepared and available for scheduled customers.
• Maintain accurate rental records and paperwork.
• Communicate any damage, maintenance concerns, or other issues identified during vehicle inspections.
• Support efforts to maximize rental fleet utilization while maintaining excellent customer service.

Customer Service & Sales

• Develop positive, professional relationships with customers and fleet accounts.
• Provide prompt and accurate communication by phone, email, and in person.
• Follow up with customers after service or rental transactions when appropriate.
• Identify opportunities to recommend additional services, maintenance, or rental solutions.
• Promote Gabrielli Truck Leasing & Rental's service and rental offerings.
• Work to maintain high customer satisfaction and encourage repeat business.

Qualifications

• High school diploma or equivalent required.
• 2+ years of experience in automotive or truck service, rental operations, fleet management, dealership operations, or a related customer-service environment preferred.
• Previous Service Advisor/Service Writer or truck rental experience strongly preferred.
• Knowledge of commercial trucks and basic mechanical terminology preferred.
• Strong customer service and communication skills.
• Excellent organizational and time-management abilities.
• Ability to prioritize multiple customer and service requirements in a fast-paced environment.
• Strong attention to detail and accuracy with paperwork and computer systems.
• Comfortable communicating repair recommendations and costs to customers.
• Proficiency with Microsoft Office and general computer applications.
• Ability to work effectively with technicians, parts personnel, management, and customers.

Key Competencies

• Customer-focused and professional
• Strong verbal and written communication
• Organized and detail-oriented
• Problem-solving ability
• Ability to multitask and prioritize
• Team-oriented
• Dependable and accountable
• Sales and relationship-building skills
• Ability to work effectively in a fast-paced environment
• Commercial truck knowledge preferred

Physical Requirements

• Ability to sit, stand, walk, and move throughout the dealership/service and rental areas.
• Ability to inspect trucks and rental vehicles, including walking around vehicles and entering/exiting truck cabs.
• Ability to occasionally lift or move items weighing up to approximately 50 pounds.
• Must be able to work in an environment that may include exposure to noise, dirt, weather conditions, and vehicle exhaust.

Gabrielli Truck Sales is an Equal Opportunity Employer. We value a diverse and inclusive working atmosphere. In furtherance of our culture, all qualified applicants will receive consideration for employment without regard to pregnancy, race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law. Gabrielli Truck Sales provides reasonable accommodations for employees and applicants with disabilities or pregnant consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know.

Benefits:

• Medical and Dental plan
• Paid Holidays
• Paid vacation and sick/personal time
• 401k with an employer match
• EMPLOYER Paid Life insurance benefit
• Gym Reimbursement program