Service Order Specialist - CDC Garage

Date Opened: Tuesday, February 25, 2025 12:00 AM

Close Date: Tuesday, March 11, 2025 12:00 AM

Department: General Services Department

Salary: $23.00 - $32.98 Commensurate with Experience

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.

• Responsible for staging parts and supplies on shop floor at times.

• 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.

• Ability to perform physical activity such as but not limited to, walking, bending, climbing, and standing when required.

• Ability to lift up to 75 pounds occasionally.

      

Preferred Qualifications:

• 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 diploma or equivalent and three years of related experience or Associate Degree and one year of experience or equivalent combination of skills, education and experience to perform the essential duties of the position.

High School Graduate or Equivalent and Three Years of Experience

or

2 Year College Degree and One Year of 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 co