Virtual Branch Advisor
About The Position
FleetPride is seeking a results-driven Virtual Branch Service Advisor to support and grow its service business across multiple business units. The role supports service operations and service writing, with a focus on improving customer experience, optimizing service processes, and strengthening collaboration among field teams, service teams, and internal departments. The ideal candidate has FleetPride branch knowledge, particularly mobile service writing experience, familiarity with Karmak and iSeries, and strong customer service expertise. The advisor supports customers through service intake, qualification, scheduling, estimates, repair coordination, follow-up, and service-order processing. The role also coordinates technicians, dispatch, purchase orders, logistics, and parts sourcing; maintains accurate repair-order and parts documentation; and contributes to training and process-improvement efforts. The corporate office follows a hybrid work structure. The primary environment is a typical office setting with ambient room temperatures, lighting, and traditional office equipment. Physical demands include reaching, computer and mouse use, occasional lifting of moderately heavy objects, and sitting for extended periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
- Bachelor’s degree, or a high school diploma or equivalent plus an additional three years of relevant professional experience.
- High school diploma, GED, or equivalent.
- Intermediate knowledge of Microsoft Excel, Word, and Outlook.
- Experience using Karmak and iSeries systems.
- Active listening skills, including seeking understanding before responding.
- Clear and effective communication with customers and team members.
- Ability to prioritize tasks efficiently and meet deadlines and service expectations.
- Ability to influence and build alignment toward shared goals and solutions.
- Service orientation and the ability to proactively identify and fulfill customer needs.
Responsibilities
- Assist customers with intake, qualification, scheduling, and follow-up for heavy-duty service by phone, email, or virtual channels.
- Recommend related services, provide accurate estimates, coordinate service completion with technicians, and process completed service orders.
- Provide professional, timely, high-quality customer interactions that support satisfaction and loyalty.
- Work with service technicians to estimate, schedule, and complete repairs efficiently.
- Coordinate service dispatch, purchase orders, and logistics to support timely service completion.
- Track work progress, communicate updates internally and externally, and control related costs.
- Process and complete repair orders promptly to support timely invoicing, maintaining accurate and efficient service and repair documentation.
- Help locate and secure parts from warehouses, branches, or OEM dealers.
- Account for special-order, return, and warranty parts according to company policy.
- Maintain accurate parts records and ensure parts are billed properly on service orders.
- Review customer requirements, rate sheets, and bulletins to stay current on service expectations and processes.
- Participate in training, team meetings, and process-improvement initiatives.
- Identify opportunities to improve efficiency and service quality.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
