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Service Order Specialist #2110-123300-01

Date Opened
Wednesday, October 06, 2021 8:00 AM
Close Date
Wednesday, October 20, 2021 8:00 PM
Section
General Services
Salary
  • $39,194 - $48,993 Commensurate with Experience
Employment Type
  • Full Time
Go Back View Benefits

Introduction

The goal of the City of Charlotte’s General Services Department is to guide agencies through innovative and efficient deployment of resources to meet their missions and fulfill the needs of the City in a rapidly evolving and complex environment. The Department will design and deliver expanded, shared services across departments and for the City of Charlotte to improve performance and save taxpayer money. General Services consists of capital project management, fleet services, procurement, environmental services, property management, and other support services.

Overview

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Summary

The General Services Fleet Management Service Order Specialist is responsible for supporting Fleet Management shop personnel by performing a variety of administrative and technical functions to include, but not limited to, coordinating customer requests; working with vendors; processing and maintaining invoices, warranties, work orders and inspection sheets; and generating reports. Position is the principal contact between the shop technicians and the customers regarding vehicle repairs, maintenance and service needs.  

Major Duties and Responsibilities

  • Principal contact between Fleet Management and customers for the repair, maintenance and service of vehicles and equipment. 
  • Prepares legible and complete work orders by asking diagnostic questions to identify customer needs and records the information accurately in an electronic work order platform. 
  • Identify work orders that require special handling, such as rush, customer waiting, high operational priority, expedited service, and repeat repairs.
  • Answer’s telephone and direct calls.  Including service status, dispatching towing or road service vendors for disabled vehicles, and coordinating sublet work and priorities with City vendors. 
  • Accurately processes vendor sublet invoices including posting repair charges to work orders and maintaining purchase orders and invoice payments in the City’s financial system, including tracking outstanding invoices and purchase orders for various sublet repairs. 
  • Completes parts request sheets and acts as the liaison between shop staff and parts vendor.
  • Maintains vehicle keys and logs.  
  • Coordinates with shop staff to forecast parts usage and supply chain needs.
  • Prepares a variety of reports and specific customer notifications.
  • Maintain an efficient and organized office environment.
  • Performs other duties as assigned.

Knowledge, Skills & Abilities

  • Basic knowledge of mechanical/automotive systems and repair type coding. 
  • Excellent communication and customer service skills with the ability to communicate effectively orally and in writing.
  • Ability to reconcile invoices and payment in electronic invoicing system.
  • Ability to prepare and maintain work records and routine reports using an electronic fleet management system.
  • Ability to follow oral and written instructions.
  • Excellent math, data entry, and computer skills.
  • Good conflict management skills and the ability to work as a team member with employees and other city agencies.
  • Ability to work with minimal supervision.
  • Experience in Microsoft Office, Outlook, Word, and Excel. 

Preferred Qualification

  • Faster CS Fleet Management system knowledge.   
  • Knowledge of mechanical/automotive systems and repair type coding.  
  • ASE Service Consultant Certification or ability to obtain within 12 months of hire date.            

Minimum Qualifications

High School Graduate or Equivalent and three years relevant work experience

OR

Associate's Degree and one year relevant work experience

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Please note that all job offers are contingent upon an applicant successfully passing a new hire background check, drug screening, and proof of COVID-19 vaccination. If an applicant does not pass the background screening or vaccination requirement, the offer will be rescinded.

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

Benefits

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

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