May 2024 Service Advisor of Excellence Winners

Service Advisor

Kaley is a rising star in our industry. She has no prior background in the trucking industry and since she arrived at Rush Truck Centers, she has excelled. In the seven months that she has been with us, she has completed all advisor training, including in-person training. She has since completed warranty training for both Navistar and Cummins and is quickly accelerating. Kaley has a constant drive to complete training and is always asking for more. She wants to grow within our company and with Navistar as a whole. She has excellent customer service skills and always places the customer first.

Kaley is a problem solver. In the beginning, she volunteered her time not only to be a service advisor but also to take on the additional role of mobile service advisor and closer. She is always pushing our techs to complete repairs on time and accurately, resulting in uptime for our customers. She always has a smile on her face and makes our customers feel at ease in times of need. She is always early for her shift and often stays late to accomplish her daily tasks. Without her, our service department would not run as smoothly as it does.

She is an advisor who places the customer above all. She ensures that each customer is treated like family. She does not shy away from a problem; she does her research quickly and effectively. Our DSM even recognized how well she was doing on one of his recent dealer visits. Kaley has uncompromised integrity, and her tenacious attitude is an example for Rush Truck Center employees.

Kaley always places the mission first and never accepts defeat. She is someone that our team looks up to. She lends a hand whenever needed and can be counted on when times are tough. She is professional, energetic, driven, focused, and so much more. Kaley is hands down the best service advisor that I have seen in years. Service advisors are the link to the customer, the face of our company; they represent our brand. Kaley does all of the above, and I couldn't be prouder of her. In time, I am sure that she will surpass me as a service manager. That is just the kind of person that she is. I am lucky to have her as part of my team!

Service Advisor 

William is a high-performing service advisor who represents Thompson Truck and Trailer and International Trucks at the highest level. William has continued to improve his advisor skill set year after year while providing industry-leading customer service. William opens over 100 repair orders per month, closes over 100 repair orders per month while managing his customers, and never says no to anyone who needs help. William is the ultimate service office team player.

When customers meet William at the service counter or on the phone, they always receive a smile and a friendly person willing to help. William manages several customer accounts himself, and these customers ask for him by name because he has earned their trust. I can't tell you how many times I've heard a customer say, "That William is a great guy." Our customers appreciate William's integrity and honesty even when he has to deliver some bad news. His earned trust has resulted in return business and even helped sell some trucks. He can communicate repair needs to a customer on their level and provides that feeling of comfort while also assuring the customer they are taken care of.

William's attention to detail when following all service and company-related processes is second to none. William is an excellent example of Thompson's mission statement of doing whatever it takes to help deliver what matters. When our dealer was selected to be a pilot for Navistar’s Dedicated Customer Service, we selected William to be a lead service advisor for the program. William's commitment to helping Thompson and Navistar develop DCS and digital tools and provide feedback, simply put, is impressive. He maintains his current workload while also working with the pilot team, attending digital meetings in Lisle with developers, and providing critical feedback. His positive attitude and willingness to help Thompson be part of the Navistar digital system co-creation makes him the ultimate team player. He has done all this with a smile and positive attitude every day.

William started with Thompson five years ago as a service advisor from a different industry. What makes him so special is his ability to continuously improve and grow. Like a flower with sunshine and water, give William some trucks and customers, and the guy blooms.