Service Advisor

Bergey's; Ephrata (Lancaster County); On-site; USD 50,000 - 75,000; Full time

Job summary

Bergey's seeks a Service Advisor to facilitate communication between customers and the service team, ensuring high levels of customer satisfaction. This role involves managing warranty claims, preparing repair orders, and advising customers on vehicle maintenance, while nurturing positive customer relationships in a full-time capacity.

Benefits

Vacation and PTO time

Paid Holidays

401k with profit sharing

Medical, Dental and Vision insurance

Employee Assistant Program

Life Insurance

Opportunities for Advancement

Paid Training

Employee Referral Program

Employee Discount

Qualifications

• Ambition to provide outstanding customer service.
• Ability to interact effectively with others in difficult situations.
• Competence in written and verbal communication required.

Responsibilities

• Communicate with customers about warranty claims and necessary service.
• Establish repair orders and provide estimates.
• Schedule service appointments and manage customer complaints.

Skills

Outstanding customer service

Effective interaction

Written and verbal communication

Desire to learn

Proficiency with computers

Education

High School Graduate or GED

Job description

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Bergey's Inc. is a family-owned business that has been servicing our customers' needs since 1924. Currently our company has over 50 locations and more than 1,700 team members. Today our family of automobile, truck and tire companies stretch throughout Pennsylvania, Delaware, Maryland, & New Jersey . Visit us at www.bergeys.com to learn more about our company.

We strive to provide an environment for our associates and customers that is welcoming, transparent, and forward thinking. Our employees are our greatest asset. We promote and develop individual strengths, as well as grow our employees personally and professionally. Together we can make a difference.

Benefits

We offer a generous benefit package including

• Vacation and PTO time
• Paid Holidays
• 401k with profit sharing
• Medical, Dental and Vision insurance.
• Employee Assistant Program
• FSA and HSA Plans
• Life Insurance
• Opportunities for Advancement
• Paid Training
• Employee Referral Program
• Employee Discount *
  
  

Location: Bergey's Truck Center, Ephrata PA

Shift: Full Time

Summary

A Service Advisor is responsible for the communication between the customer and service team. The Service Advisor is accountable for development of positive customer relationships through consistent communication and exceptional customer service.

Essential Duties

• Effectively communicate with customers relating to warranty claims
• Monitor warranty schedules
• Posting warranty credits
• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the customer's concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes "promised time." Checks with dispatcher, if necessary.
• Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed and provides an estimate for body work.
• Other tasks as assigned
  
  

Additional Service Advisor Qualifications

• 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 focus 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
  
  

Bergey's is an Equal Opportunity Employer.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Accounting/Auditing and Finance

• Industries

  Accounting

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