Virtual Branch Service Advisor
About The Position
FleetPride is seeking a results-driven Virtual Branch Service Advisor to support and grow its service business. The role supports service operations and service writing across multiple FleetPride business units. The advisor helps improve customer experience, optimize service processes, and strengthen collaboration among field teams, service teams, and internal departments. The position calls for strong FleetPride branch knowledge, particularly mobile service writing experience, familiarity with Karmak and iSeries, and customer service expertise. The role provides customer support from intake and qualification through scheduling, service completion, follow-up, and order processing. It coordinates technicians, dispatch, purchase orders, logistics, parts sourcing, and repair documentation, while ensuring timely invoicing and accurate cost and parts records. The advisor also keeps current on customer requirements and service processes, participates in training and improvement initiatives, and performs other duties as assigned. The corporate office follows a hybrid work structure. The work environment is a traditional office setting with ambient room temperatures and lighting, and office equipment. The position involves computer use, extended periods of sitting, reaching, and occasional lifting of moderately heavy objects.
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.
- Strong FleetPride branch knowledge, particularly mobile service writing experience.
- Customer service expertise.
- Active listening skills.
- 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.
- Proactively identify and fulfill internal and external 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, and high-quality interactions with internal and external customers.
- 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 efficient invoicing, maintaining accurate service and repair order documentation.
- Locate and secure parts from warehouses, branches, or OEM dealers as needed.
- Account for special-order, returned, and warranty parts in accordance with company policy.
- Maintain organized and 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
