Customer Relations Specialist

Job Title: Heavy Duty Truck Shop Service Administrator / Customer Service Representative

Compensation: $25/hour to $30/hour depending on experience

Department: Service Department

Reports To: Service Manager

Location: San Jose

FLSA Status: Non-Exempt / Hourly

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Position Summary:

The Service Administrator / Customer Service Representative plays a critical role in ensuring smooth daily operations of the heavy-duty truck service department. This individual serves as the frontline point of contact for customers, coordinating service appointments, managing repair order documentation, processing warranty and invoicing paperwork, and supporting the service management team to deliver a superior customer experience.

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Key Responsibilities:

Greet and assist service customers in person, by phone, and electronically.

Open and manage repair orders (ROs) in the dealer management system (e.g., CDK, Karmak, or similar).

Accurately capture customer concerns and service requests and communicate them to the lead technicians or technicians.

Coordinate appointment scheduling, vehicle status updates, and follow-up communications.

Ensure timely and accurate processing of repair order billing, warranty claims, and internal/external work orders.

Collaborate with technicians, parts personnel, and service managers to ensure work is completed efficiently and customer expectations are met.

Maintain service files and records in compliance with company policy and regulatory requirements.

Assist with cashiering, collecting payments, and managing fleet account documentation as needed.

Support reporting, timekeeping, and other administrative tasks for the service department.

o Daily Time Keeping and Bi-weekly Payroll via Paycor

Other duties as assigned

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Qualifications:

High school diploma or equivalent; some college or vocational training preferred.

Minimum 12 years of experience in a service writer, service administrator, or customer service role within the automotive, heavy-duty truck, or equipment industry.

Strong computer skills with experience in dealer management systems (e.g., CDK, Karmak, Reynolds & Reynolds, etc.).

Excellent communication, organizational, and multitasking skills.

Customer-oriented mindset with the ability to handle stressful situations professionally.

Basic understanding of truck systems, repair processes, and industry terminology is a plus.

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Work Environment & Physical Requirements:

Office-based within a shop/service department environment.

Occasional exposure to noise, fumes, and shop activity.

Ability to sit, stand, and use a computer for extended periods.

May occasionally lift up to 25 lbs.