Service Advisor-Tow/Haul Dispatch

Earthborne, Inc.•Warrington Township, PA

52d•Onsite

About The Position

Earthborne Trucks and Equipment, a family-owned business serving the Warrington and Philadelphia areas for over 50 years, is seeking a Service Advisor-Tow/Haul Dispatch. This role is crucial in maintaining our reputation for exceptional customer service and operational efficiency. The Service Advisor will be the primary point of contact for customers regarding their equipment and truck service needs, ensuring a seamless experience from initial contact through repair completion. This position involves managing repair orders, communicating with customers and technicians, coordinating shop workloads, and dispatching road service. The ideal candidate will be a self-motivated individual with strong organizational and communication skills, a passion for problem-solving, and a commitment to exceeding customer expectations.

Requirements

High school diploma or GED required
Minimum of 2 years of experience in a customer service, service advisor, dispatcher, or administrative role
Proficiency with Google Workspace and/or Microsoft Office Suite (Outlook, Word, Excel)
Strong customer service skills with the ability to build positive relationships and resolve concerns professionally
Excellent verbal and written communication skills with the ability to communicate effectively with customers, technicians, and management
Strong organizational and time management skills with the ability to prioritize multiple tasks in a fast-paced environment
Ability to remain calm under pressure and make sound decisions in a fast-paced service environment
Strong attention to detail and commitment to accuracy in documentation and billing
Self-motivated with the ability to work independently while contributing to a collaborative team environment
Basic mechanical aptitude or a willingness to learn heavy equipment and truck service terminology
Professional appearance and positive attitude with a commitment to delivering an exceptional customer experience
Dependable with excellent attendance and punctuality
Ability to pass a pre-employment background check and drug screening, where permitted by law

Nice To Haves

Associate degree or technical training preferred
Experience in the heavy equipment, trucking, construction, agricultural, or automotive industry is preferred
Experience with CDK, PFW, IntelliDealer, or other dealership management software is a plus
Valid driver's license with an acceptable driving record preferred

Responsibilities

Deliver exceptional customer service that exceeds customer expectations and reflects Earthborne's commitment to building long-term relationships.
Serve as the primary point of contact for customers regarding equipment and truck service needs.
Open, update, close, and accurately bill repair orders while ensuring all documentation is complete and accurate.
Communicate repair status, estimates, delays, and completed work to customers throughout the service process.
Schedule customer appointments and coordinate shop workloads to maximize technician productivity and minimize downtime.
Dispatch road service technicians and coordinate towing and hauling requests during normal business hours.
Prepare accurate repair estimates by working closely with technicians, parts personnel, and service management.
Obtain customer approvals for recommended repairs and document all authorizations.
Monitor work order progress to ensure repairs are completed efficiently and on schedule. invoices are accurate prior to equipment release.
Maintain detailed customer records and service history within the dealership management system.
Assist with warranty documentation and administrative paperwork as needed.
Follow up with customers after repairs to ensure satisfaction and address any remaining concerns.
Respond promptly to incoming phone calls, emails, and walk-in customers in a professional and courteous manner.
Help prioritize emergency repairs and customer breakdowns while balancing shop capacity.
Maintain an organized service schedule and communicate changing priorities to all affected departments.
Ensure compliance with company policies, manufacturer guidelines, and safety procedures.
Participate in department meetings, ongoing training, and continuous improvement initiatives.
Support the Service Manager with daily operational tasks and special projects as assigned.
Actively contribute to achieving departmental goals for customer satisfaction, efficiency, profitability, and quality of service.
Represent Earthborne Trucks and Equipment with professionalism, integrity, and a positive attitude at all times.