Service Advisor-Mobile Service

Bergey's•Ephrata, PA

About The Position

Bergey’s Inc. is a family-owned business serving 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 workplace as welcoming, transparent, and forward-thinking, and supports employees’ personal and professional development. The Service Advisor serves as the communication link between customers and the mobile service team. The role builds positive customer relationships through consistent communication and exceptional service, advises customers about vehicle maintenance and repairs, coordinates service work and appointments, and keeps customers informed about repair progress, costs, and timing. The position is based at Bergey's Truck Center in Ephrata, Pennsylvania, and is 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 regarding warranty claims, service needs, repair progress, costs, and timing.
Monitor warranty schedules and post warranty credits.
Advise customers about routine maintenance and necessary service.
Identify mechanical problems by questioning customers and, as needed, visually inspecting or road-testing vehicles.
Discuss inspection results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
Prepare repair orders with labor, time, and cost estimates, and briefly describe customer concerns to help technicians diagnose problems.
Explain completed work and repair-order charges to customers, and handle customer complaints.
Schedule service appointments and handle telephone inquiries about appointments and work in progress.
Obtain customer and vehicle information before arrival when possible, and greet customers promptly and courteously.
Test-drive vehicles with customers when needed to confirm problems or refer them to a test technician.
Review service history, inspect vehicles, and recommend additional needed service.
Advise customers on vehicle care and maintenance in accordance with manufacturers’ specifications.
Provide complete and accurate written estimates for labor and parts.
Establish promised completion times, consult the dispatcher when necessary, and notify the dispatcher of incoming work.
Check repair progress throughout the day and contact customers about changes to estimates or promised times, explaining requirements and obtaining authorization before additional repairs.
Implement and maintain a service marketing program.
Review repair orders to verify completed work and document additional work and authorization; close repair orders as appropriate.
Ensure vehicles are parked in assigned areas, secured, and that keys are properly marked and stored.
Implement a quality-control process to reduce repeat repairs and maintain high customer satisfaction.
Inspect vehicles for body work, inform customers when work is needed, and provide estimates.
Perform other tasks as assigned.