Service Advisor-Mobile Service

Bergey's•Kennett Square, PA

2d•Remote

About The Position

Bergey’s Inc. is a family-owned business that has served customers since 1924, with more than 50 locations and over 1,700 team members across Pennsylvania, Delaware, Maryland, and New Jersey. The company describes its environment as welcoming, transparent, and forward-thinking, and emphasizes developing employees personally and professionally. The Service Advisor serves as the communication link between customers and the mobile service team. The role develops positive customer relationships through consistent communication and exceptional customer service. It includes advising customers on maintenance and repairs, preparing and explaining estimates and repair orders, coordinating work with the service team, and keeping customers informed about repair progress, costs, and timing. The position is at Bergey’s Truck Center in Kennett Square, Pennsylvania, and is identified as remote and full-time.

Requirements

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.
High school graduate or GED.
Valid driver’s license.
Successful completion of pre-employment background checks and drug screening.

Responsibilities

Communicate effectively with customers about warranty claims, service needs, repair progress, estimates, and promised completion times.
Monitor warranty schedules and post warranty credits.
Advise customers about routine maintenance and vehicle care in accordance with manufacturers’ specifications.
Help identify mechanical problems by questioning customers, visually inspecting vehicles, or test-driving them as needed.
Discuss inspection results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
Prepare repair orders with labor, parts, time, and cost estimates, including a brief description of the customer’s concern.
Explain completed work and repair-order charges to customers, handle complaints, and obtain authorization before performing additional repairs.
Schedule service appointments and obtain customer and vehicle information before arrival when possible.
Greet customers promptly and obtain vehicle information.
Refer to service history, inspect vehicles, and recommend additional needed service.
Establish promised completion times and check with the dispatcher when necessary.
Notify the dispatcher of incoming work and monitor repair progress throughout the day.
Implement and maintain a service marketing program.
Review and close repair orders as appropriate, ensuring completed work and any additional work and authorization are noted.
Ensure vehicles are parked in assigned areas, locked, and that keys are correctly 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 process.
Inspect vehicles for body work, inform customers when work is needed, and provide estimates.
Perform other tasks as assigned.