Job Description

Do you thrive in customer service settings? If yes, and you are a detail-oriented, organized team player who enjoys a working environment where no two days are the same, then we may have just the job for you! TCI-Effingham is looking forward to adding a positive team member to our Service department. The Service Invoicer / Continuous Improvement Coordinator (CIC) is a rewarding role where you can be actively involved in the administration side of Service operations plus lead the dealership’s ongoing continuous improvement initiatives to deliver unparalleled customer service. 

The Service Invoicer is responsible for efficiently processing repair orders, checking ROs for thorough documentation, and upholding process compliance. Qualified candidates will also possess persuasive communication and customer service skills to handle customer inquiries and complaints regarding warranty and billing with a solutions-focused outlook. Truck Centers, Inc. was one of the charter members who met the rigorous customer service standards to join Freightliner’s “Elite Support Network.” The Continuous Improvement Coordinator (CIC) role exists at all Elite Support (ES) certified locations to ensure that the dealership meets ES requirements, passes annual audits, and serves as the champion for Continuous Improvement. Are you a process-driven, service-minded leader to drive change? Then this is an exciting opportunity to advance your career with our family-owned company that recently celebrated its 50th anniversary. 

CORE RESPONSIBILITIES

• Process repair orders by reviewing time records to verify all technician time punches are accurately documented, contain necessary documentation with descriptive information, parts are billed to the repair order to close the ticket, and request payment.
• Maintains thorough, organized records regarding warranty claims, processes, and FAQs to ensure that all claims are correctly submitted and paid on time.
• Update customer files on a routine basis for current contacts, credit status, and supporting information.
• Possess a friendly, professional demeanor with knowledge of trucks and vehicle systems to assist customers with scheduling service work in person, via electronic correspondence, or on the phone in a dynamic, fast-paced environment.
• Positively and proactively handle customer complaints about billing or their user experience with a solution-focused outlook.
• Promote a culture of Elite Support through active demonstration of a Continuous Improvement culture, change management, coaching, problem-solving, and sustainment of high standards of excellence. Assist General Manager and departmental managers in developing and maintaining action plans, project fulfillment, and motivating staff to exceed ES criteria and consistently deliver exceptional customer service. 
• Collaboratively communicate and work with Service personnel and dealership management to support customer service initiatives and Continuous Improvement.
• Monitor customer satisfaction reports and takes proactive action to address opportunities for improvement to maintain a high level of customer satisfaction with TCI, our products, and services.
• Manage dealership-level Elite Support program for full compliance and annual audits, including program reporting, 5S audits, sharing CI events and best practices, performing preemptive Elite Support Self-Assessments, facilitating regular Change Management Team meetings, and other required tasks to meet and exceed Elite Support standards.
• Attend monthly and quarterly CIC meetings, Elite Support webinars, annual CIC Summit, and maintain open communication with TCI’s Dealer Family CIC (DFCIC) to ensure that the dealership’s policies and initiatives are in alignment with TCI’s overarching strategic plan and vision.
• Assist Service administration as needed by scheduling work, providing estimates, obtaining repair authorizations, documenting and verifying customer complaints in service notes, providing regular status updates, and obtaining payments, signatures, or POs before commencing repairs.
• Monitor all open repair orders and assist the department in meeting goals for average days to close.
• Ability to use provided resources to look up recalls, warranty documentation processes, history of repairs, and Standard Repair Time documentation to prepare estimates promptly for approval.
• Execute all transactions accurately, thoroughly, and promptly per TCI policies, including signatures, credit card verification, and customer identity.
• Follows all applicable federal, state, and local laws and company regulations to maintain a safe, compliant workplace.
• Read OEM Service bulletins to stay informed about our product lines, potential recalls, part failures, or industry trends.
• Participate in required dealer and OEM or vendor-led training as required.
• Complete additional tasks and projects as assigned in an organized, timely manner.

Qualifications

Candidates must be able to pass a pre-employment background check, physical, and drug screen. To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, or ability required. This job posting does not state or imply that the responsibilities mentioned are comprehensive. The employee will be required to follow other instructions and perform any other duties as requested by their supervisor to work together in our customers and team's best interests. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in the work environment.

• High school diploma or GED
• Minimum of 6 months mechanical, trucking, or dealer service experience; 1+ year preferred
• Knowledge of Service department operations preferred
• Demonstrated customer service and exceptional communications skills
• Strong organization skills that reflect the ability to perform and prioritize multiple projects seamlessly with excellent attention to detail and a solution-focused outlook
• Knowledge of computer operations, data entry, and MS Office; Procede software experience is a plus
• Resourceful, collaborative team player with the ability to also thrive independently
• Leadership skills and the ability to work with a diverse team of employees, managers, and executives
• Professional, neat presentation and emotional maturity represent the company favorably
• Strong personal conviction of producing quality work, being an integrated team player, and commitment to company values
• Valid driver's license and driving record that allows insurability; CDL preferred
• Candidates with Freightliner dealership experience, CIC Level I or II training, Kaizen or Six Sigma Green Belt certifications are strongly encouraged to apply

ADDITIONAL SKILLS & ABILITIES

• Oral Comprehension and Expression - The ability to listen to and understand information and ideas presented through spoken words and sentences. The ability to communicate information and ideas persuasively in speaking so others will understand.
• Written Comprehension - The ability to read and understand complex information and ideas presented in writing, including thorough, detailed service notes.
• Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
• Mathematics - Using basic math principles including adding, subtracting, multiplying, and dividing all units of measure, including whole numbers, fractions, and decimals, with accuracy.
• Customer Service - Knowledge of principles and processes for improving the customer experience, including customer needs, meeting standards of service, and evaluating the customer experience.
• Active Listening - Giving full attention to what native- and non-native English speakers are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.  The ability to apply common sense understanding to carry out furnished instructions in written or oral form.
• Time Management - Managing one's own time independently in a fast-paced environment.
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

WORK ENVIRONMENT

This job requires constant standing, walking, sitting, stooping, and bending for the duration of the shift and can be physically demanding for all or part of the shift, including climbing stairs, climbing in and out of vehicles, and the ability to stoop, kneel, crouch, reach, and move about the dealership to communicate with other TCI personnel and customers. During the same shift, successful candidates must also perform work in an office setting, including the ability to speak or hear over the phone or conduct face-to-face business with customers of various backgrounds; perform fine motor, hand, and finger skills, including the use of a computer, keyboard, VOIP phone system, filing, or writing. One must also project a professional appearance wearing required uniforms or company-approved attire. Specific vision abilities include close vision, distance vision, depth perception, peripheral vision, color vision, and the ability to adjust focus. The employee will spend their time in a mixed-use environment, including the dealership office setting as well as shop space that is frequently exposed to outdoor weather conditions, moving mechanical equipment, fumes, or airborne particles. The noise level in this work environment is usually moderate.

Truck Centers, Inc. is an equal opportunity employer (EOE).  All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, disability, or protected veteran status.

We believe in the Hire to Retire philosophy and invest in individuals that we believe will be valuable assets to TCI and our customers for years to come. Thus, we want to help you live well through personal and professional growth plus a multitude of benefits. In additional to multiple comprehensive healthcare packages including medical, dental, vision, and prescription coverage, we offer a flexible spending accounts for healthcare costs or dependent care, company paid life insurance, voluntary life insurance, disability insurance, AD&D coverage, 401(k) retirement plan with company match, health and wellness incentive programs, training and career development opportunities, alternative work arrangements, volunteer time off, tiered PTO system, service awards, competitive salary, uniforms, technician tool insurance, and a family-first, team environment.