Service Advisor-Mobile Service

Bergey's • Ephrata, PA

2d

About The Position

Bergey’s Inc. is hiring a Service Advisor for its mobile service team at Bergey’s Truck Center in Ephrata, Pennsylvania. The Service Advisor serves as the communication link between customers and the mobile service team and is accountable for developing positive customer relationships through consistent communication and exceptional customer service.

The role involves handling warranty matters, advising customers about maintenance and repairs, preparing and explaining repair orders and estimates, coordinating appointments and work progress, obtaining authorization for additional repairs, and maintaining customer satisfaction and quality-control standards. The position is full-time.

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.
• Proficiency with computers and new software.

Nice To Haves

• Desire to learn and willingness to evolve customer-focused processes.

Responsibilities

• Effectively communicate with customers about warranty claims, monitor warranty schedules, and post warranty credits.
• Advise customers about routine maintenance and necessary service, using customer input, service history, inspections, or road tests to identify problems and recommend corrective procedures.
• Discuss inspection results with customers and prepare work orders and repair orders for needed work.
• Prepare complete and accurate estimates for labor and parts, including time, cost, and labor estimates.
• Record a brief description of the customer’s concern on the repair order to help technicians locate the problem.
• Explain work performed and repair-order charges to customers, and handle complaints and telephone inquiries about appointments and work in process.
• Schedule service appointments and obtain customer and vehicle data before arrival when possible.
• Greet customers in a timely, friendly manner and obtain vehicle information.
• Test-drive vehicles with customers as needed to confirm problems or refer vehicles to a test technician.
• Advise customers about vehicle care and the value of maintenance in accordance with manufacturers’ specifications.
• Establish promised times and consult with the dispatcher when necessary; notify the dispatcher of incoming work.
• Monitor repair progress throughout the day and contact customers about estimate or promised-time changes; explain cost and time requirements and obtain authorization before additional repairs.
• Implement and maintain a service marketing program.
• Review repair orders to ensure work is complete and additional work and authorization are documented; close repair orders as appropriate.
• Ensure vehicles are parked in assigned areas, locked, and that keys are properly marked and stored.
• Implement a quality-control process to eliminate comebacks and maintain high customer satisfaction standards.
• Inspect vehicles for body work, inform customers when work is needed, and provide estimates for body work.
• Perform other tasks as assigned.

Benefits

• Vacation and PTO time
• Paid holidays
• 401(k) with profit sharing
• Medical, dental, and vision insurance
• Employee Assistance Program
• FSA and HSA plans
• Life insurance
• Opportunities for advancement
• Paid training
• Employee referral program
• Employee discount

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED