Job Description: Frontline Service Advisor

Plattsburgh RV Storeis a family owned and operated, full-service RV dealership based in Plattsburgh, NY since 1986. Our business is focused on camping, primarily the sale and service of RV's. We operate out of three state-of-the-art facilities that are employee and customer friendly. Our Tom Miller Rd is home to our Fixed Operations. Our Rt87’s Exit 38 location is home to our Unique Unit Sales Indoor Show room, Business office and our Convenience Accessory Store. Our third location is Blue Haven Family Campground and Resort is a great camping experience for people of all ages. We are positioned in a prime location for beautiful camping, just an hour from Montreal, on the foothills of the Adirondacks, and the shorelines of beautiful Lake Champlain.

Job Description: Frontline Customer Service

The Service Advisor is the core of our exceptional customer service experience and can be one of the most important and respected positions in our company. The Service Advisor is responsible for all aspects of Customer Service; being engaged and ready to help each Guest, showing value in our process and creating an exceptional service experience they can trust. The Frontline Service Advisor will learn the process which manages the repair order, “RO”, from creation to completion. The process begins with the customer interview, and then moves through all interactions with parts staff and service shop production coordinator, to meet the customer needs. The SA is responsible for making sure all work being done is approved by the customer before the work is performed. This includes reviewing all the work required to complete the job and the cost. The SA will interact with the service technician performing the requested work, perform the quality control inspection, and pass off the completed paperwork to the billing department. The SA will review all the final billings with the customer and make sure the customer understands all the charges. The SA needs to keep up in our fast-paced dynamic environment. Our state-of-the-art facilities and commitment to training have built a great reputation for providing excellent, honest service. This position comes with an aggressive pay plan that shares in with the performance of the shop. Someone with a winter sports lifestyle may enjoy the flexibility that this position offers during that season. This is an excellent move for a technician looking to go into administration.

Benefits:

1. We have benefits included, but not limited to:

| a. Team environment | b. Medical (company contribution) | c. State of the art facilities | d. Dental | e. Paid Time off | f. Vision | g. 401K | h. World class facilities | i. We promote a drug-free work environment | j. EOE

Job Type:

1. Job Title: Frontline Customer Service Trainee

2. Position Available: Full-Time/Regular

3. Job Level: Entry / Experienced

4. Primary Location: 240 Tom Miller Rd., Plattsburgh

5. Starting Date between: 10/01/2023 and 02/01/2024

Quality Performance Expectations:

In your role, you will be expected to perform and execute at a high level. Your level of commitment will lead to an overall increase in revenue and business success, while creating an exceptional experience for the Team, Suppliers, and our Guests.

1. Perform the Service Advisor Position by strict execution of the Service Advisor & Repair Order processes and procedures.

2. Certified Service Advisor is expected to produce at least silver level gross profit annually.

3. Balance overall performance (i.e., $’s produced, # of RO’s) with Team, Supplier and Guest satisfaction and support.

4. Guest Escalations – any reported Guest escalation/complaint will be treated as an urgent matter and handled with your immediate leader for coaching and improvement. If long term improvement is not achieved and additional escalations are reported, this may result in a freeze for advancement/promotion.

5. Process execution – demonstrate complete understanding of required processes and execute at a high level. Taking initiative to train and support your peers in their daily approaches, while ensuring accuracy in how to start, follow and finish each RO.

6. Commitment to each Guest – actively communicate with each Guest. Know and manage the number of drop-offs and pick-ups each day, making every effort to be present when the Guest comes in for service or picks-up. In the event you are unable to be present, prepare all documentation and ensure the job is ready to avoid confusion and create overall Guest and Team confidence.

7. Satisfy all Guest request by executing our Customer Service philosophy and Repair order process by the written processes.

Career Path:

1. Trainee

2. Front Line Service Advisor

3. Certified Service Advisor & Internal Service Advisor

4. Shop or Deliver Production Coordinator