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The Hertz Corporation Car Advisor in Bannockburn, Illinois

General Responsibilities

The automobile and light truck maintenance advisor is responsible for managing all aspects of the programs offered to Donlen customers. These programs include maintenance repair consultation, fuel, glass and rentals. The maintenance advisor will be providing guidance and service through timely communication with vendors, fleet managers and drivers by phone and email. Position is contingent to department availability/needs.

This expectations of this role is to be highly trained and proficient with light duty vehicles, and to have a general broad skill set to support most medium and heavy duty vehicle needs.

The automobile and light truck maintenance advisor is primary on car; and provides back up for Auto Integrate electronic, truck calls, and all types of driver support calls.

Essential Functions of the Job:

  • Receive inbound phone calls and work electronic purchase orders to effectively, efficiently, and professionally review and approve vehicle maintenance requests

  • Accurate entry and coding into the PO system of all requested, approved, and negotiated repairs

  • Researches vehicle maintenance history, compare competitive prices, check warranty eligibility, verify requested flat rate times compared to published flat rate times

  • Maintain consistent time and / or cost savings advantage for customer

  • Prompt follow-up with fleet contact(s) and service vendors.

  • Professionally communicates with the customer the background research done to validate the vendor’s request and makes appropriate recommendations based on that research

  • Adheres to authorization, and approval, policy as outlined by each client

  • Problem resolution for any maintenance issue

  • Pursuit of manufacturer warranty, policy adjustment and service vendor warranty

  • Updating customer vehicle maintenance history

  • Adheres to authorization, and approval, policy as outlined by each client

  • Administer component part purchases on behalf of all customers

Additional Responsibilities:

  • Complete alternate projects or tasks as assigned by management

  • Cross trained and supporting “Recall Management”

  • Providing guidance related to COVID-19 including contact shops to ensure CDC guidance, and coordinate with shops for zero touch interaction at drop off

  • Ability to handle inbound Driver Call Center calls such as lost or stolen fuel cards, vehicle ordering assistance, mileage reporting, etc.

Mandatory Requirements

Education and Experience:

  • High School Diploma or equivalent required

  • Associates degree in Automotive Technology preferred

  • Automotive mechanic experience

  • Current ASE Certifications in at least two areas of related repair preferred

Skills and Training:

  • Must complete departmental training in general repair maintenance, with continued pursuit to achieve C1 and G1 ASE certifications.

  • Ability to read and comprehend instructions, effectively present information to customers, drivers, vendors and other employees

  • Excellent phone and written communication skills. Must be able to demonstrate these skills on a daily basis

  • Combination of teamwork and independence. In this role, you will be a part of a customer service team, yet you will be asked to work independently to accomplish your tasks as well

  • Detail-oriented and organized

  • Excellent negotiation skills

  • Ability to work in a fast-paced environment

  • Ability to prioritize tasks and manage time well

  • Basic aptitude of Microsoft Office applications – Word, Excel, Outlook etc.

  • Must be able to accurately type a minimum of 25 words per minute

  • Understanding of basic math skill principals and be able to calculate percentages and discounts

  • Ability to provide sound problem solving

  • Ability to translate customer needs into actionable detailed business requirements

Multilingual is a plus, with Spanish and French-Canadian highly preferred

EEO Statement

Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Donlen is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Donlen is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

Location US-IL-Bannockburn

Posted Date 2 days ago (9/16/2020 3:37 PM)

Job ID 193911

# Positions 3

Division Donlen

Position Type Regular Full Time