Overview

Job DetailsJob Location: Little America - Little America, WY 82929Position Type: Full TimeEducation Level: 2 Year DegreeSalary Range: $16.00 - $22.00 HourlyTravel Percentage: NoneService Advisor - Rocky Mountain Truck Centers Location: Multiple locations (Truck Center branches) Position Type: Full-time, Non-Exempt (Hourly; eligible for performance pay programs) Reports To: Branch Manager About Rocky Mountain Truck Centers Rocky Mountain Truck Centers (RMTC) provides 24/7 truck center, roadside, and towing & recovery services focused on commercial transportation fleets. We operate in high urgency, safety critical environments and rely on disciplined processes, accurate documentation, and strong customer communication to keep trucks safely on the road. Role Summary The Service Advisor is the primary point of contact between customers and the service department. You will manage the full service intake and repair lifecycle: creating and managing work orders in Protractor, coordinating with technicians, building accurate estimates, protecting parts and labor GP, and keeping customers informed from drop off to delivery. This role blends front counter professionalism, sales and estimating, documentation discipline, and workflow management. Service Advisors at RMTC participate in performance pay programs including Special Consideration Pay (SCP) and Rocky Mountain Performance Pay (RMPP), subject to plan eligibility and performance metrics. What You'll Do Customer Engagement & Intake Greet customers promptly and professionally; set expectations for timelines, communication, and authorizations. Manage phone and in person intake using approved scripts and the defined intake workflow. Capture customer concerns using structured story writing (3C's) and create accurate work orders in Protractor. Verify customer and vehicle information, prevent duplicate/incorrect accounts, and confirm payment/PO details. Secure work authorization and deposits/POs per policy before work proceeds. Work Order, Estimating & Workflow Management Create and manage work orders through all workflow stages in Protractor ("Inspection in Progress" "Work Completed"). Apply correct service packages, required items, required additional services, and inspections to each concern. Collaborate with technicians to translate findings into accurate, timely estimates using approved labor guides and pricing. Deliver estimates to customers within defined SLA timeframes and manage revisions as repair scope changes. Maintain workflow stage accuracy, daily WIP reviews, and proactive customer updates (AM/PM at minimum). Sales, Revenue & GP Protection Convert inquiries into approved repair orders while protecting target labor and parts GP. Achieve and maintain store level KPI targets including TAPRO, HPRO, ELR, Quick Pic close rate, win rate, and close rate. Use Quick Pics, menu priced services, maintenance packages, and service categories to drive ethical upsell and maintenance work. Maintain required Quick Pic application and close rates, and execute Rapid Repair Assessment processes to win urgent work. Parts Procurement & Supplier Invoice Management Issue POs upon approval, track parts through ordering, receipt, and invoice verification. Verify parts and pricing against POs, ensure correct tax handling, and resolve discrepancies with suppliers. Stamp, sign, date, and scan invoices into the Drop Off Library; file originals by vendor/month/year. Follow returned items and small parts policies to protect profitability and administrative efficiency. Communication, Documentation & Customer Experience Maintain accurate, detailed documentation in work orders, including technician stories, disclaimers, signatures, and approvals. Provide clear explanations of diagnostics, recommendations, pricing, and timelines; apply the 90/10 communication rule. Keep customers proactively updated throughout the repair; ensure no truck is "done" without the customer being told. Generate and request Podium/Goo