Service Advisor-Mobile Service

Bergey's•East Marlborough Township, PA

2d•Remote

About The Position

Bergey’s Inc. is seeking a Service Advisor for its mobile service team at Bergey’s Truck Center in Kennett Square, Pennsylvania. The Service Advisor serves as the communication link between customers and the mobile service team, developing positive customer relationships through consistent communication and exceptional customer service. The role includes advising customers about service and maintenance, identifying vehicle problems, coordinating repair estimates and authorizations, monitoring repair progress, and explaining completed work and charges. It also involves warranty-related communication and administration, scheduling appointments, handling inquiries and complaints, maintaining customer satisfaction, and supporting service quality and marketing processes. This is a full-time remote position.

Requirements

High school graduate or GED.
Valid driver’s license.
Successful completion of pre-employment background checks and drug screening.
Ambition to provide outstanding customer service.
Ability to interact effectively with others in difficult situations.
Competence in written and verbal communication.
Desire to learn and willingness to evolve customer-focused processes.
Proficiency with computers and new software.

Responsibilities

Communicate effectively with customers about warranty claims, monitor warranty schedules, and post warranty credits.
Advise customers about necessary routine maintenance and vehicle care in accordance with manufacturers’ specifications.
Help identify mechanical problems by questioning customers, visually inspecting vehicles, or conducting road tests.
Discuss inspection results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
Prepare repair orders with time, cost, and labor estimates, and describe customer concerns to help technicians locate problems.
Explain completed work and repair-order charges to customers, and handle customer complaints.
Schedule service appointments and obtain customer and vehicle information before arrival when possible.
Greet customers promptly and collect vehicle information.
Test-drive vehicles with customers as needed to confirm problems or refer vehicles to a test technician.
Review service history, inspect vehicles, and recommend additional needed service.
Provide accurate written estimates for labor and parts and establish promised completion times, checking with the dispatcher when necessary.
Notify the dispatcher of incoming work and monitor repair progress throughout the day.
Contact customers about changes to estimates or promised times, explain cost and timing requirements, and obtain authorization before additional repairs.
Implement and maintain a service marketing program.
Review repair orders to confirm work completion and documentation of additional work and authorization, and close orders as appropriate.
Ensure vehicles are parked in assigned areas, locked, and their keys are properly marked and stored.
Implement a quality-control process to reduce comebacks and maintain high customer-satisfaction standards.
Handle telephone inquiries about appointments and work in progress.
Inspect vehicles for body work, inform customers when work is needed, and provide estimates.
Perform other tasks as assigned.