Service Advisor

Cumberland Companies; Jacksonville (FL); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Work-life balance

Paid holidays

401-K with employer match

Paid training

Job summary

Cumberland Companies in Jacksonville, FL, is seeking a dedicated Service Advisor to join their team. This role is crucial in managing customer interactions and ensuring effective communication regarding vehicle repairs. Candidates should have at least 2 years of service experience, preferably in a dealership.

The company values a positive work culture and offers numerous benefits including paid training, vacation, and a 401-K plan. With a commitment to employee development, Cumberland promotes a career path that encourages growth and leadership.

Qualifications

• Minimum 2 years of Customer Service experience.
• Service Advisor experience in a dealership environment is a plus.
• Ability to understand technical knowledge.

Responsibilities

• Responsible for receipt and flow of all incoming work.
• Greet customers and obtain vehicle/customer information.
• Write up customers’ vehicle issues accurately.
• Consult with technicians about needed repairs.
• Inform customers of changes in service.

Skills

Customer Service experience

Mechanical aptitude

Verbal communication skills

Professional demeanor

Team player

Job description

Cumberland International Trucks, Inc. is seeking a bright and mechanically apt Service Advisor to join our service team in Jacksonville, FL. Service Advisor responsibilities include intake of customers, communicating repair needs and costs, handling all incoming work write ups, opening/closing repair orders and relaying info to Service Techs, while keeping customers up to date on their vehicle's repair status. We’re in the business of developing people. We offer a Career Path with steps to earn more, learn more, and grow as a LEADER.

As a family and veteran‑owned International Truck dealer group, we pride ourselves on offering a fun, empowering, customer‑first culture with huge growth opportunities. If you’re looking to start a career, Cumberland offers a Career Path—not just a job. We provide a SAFE and positive work environment per our core values: HONOR, READINESS, VICTORY, LOYALTY, and TEAMWORK.

Minimum Experience

• 2 years of customer service experience; dealership experience desirable.

Responsibilities

• Responsible for receipt and flow of all incoming work, communication with customers, and all internal departments.
• Greet customers in a timely, friendly manner and obtain all vehicle/customer information required for proper repairs and invoicing.
• Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
• Use the OEM questionnaires and attach documents to the Repair Order (RO).
• Consult with technicians about needed repairs and alternatives that can be offered in place of expensive repairs.
• Answer customer questions about service outcomes and consult with technicians when necessary.
• Inform customers about potential cost savings and warranty protections.
• Assist customers in deciding to fix their vehicle through the dealership’s shop or trading the vehicle in.
• Oversee and manage the service center’s scheduling and workflow.
• Inform customers of changes in service or when their vehicle is ready to be picked up.
• Close ROs.
• Obtain customer signature on the repair order and provide a copy of the repair order.
• Understand, communicate, and evaluate vendor and International Warranty guidelines, approval processes, and policies during write‑up and repair process. Ability to open repair orders under warranty or customer pay status.

Qualifications

• Minimum 2 years of Customer Service experience.
• Service Advisor experience in a dealership environment is a plus.
• Mechanical aptitude and ability to understand technical knowledge.
• Professional demeanor.
• Team player with a strong sense of commitment to the customer.
• Self‑motivated with good written and verbal communication skills.

Benefits We Offer Our Employees

• Work‑life balance; mentorship programs; internship programs.
• 8 paid holidays; paid time off (PTO); vacation; paid birthday off.
• Paid training; certification reimbursement; $500 employee referral.
• 401‑K with employer match through Fidelity; medical; voluntary vision and dental.
• Life and AD&D benefits; supplemental life; short‑term disability; voluntary long‑term disability.
• Access to Teladoc – 24/7/365 digital access to doctors.

Core Brand Promise

Access to Technology

Along with an unwavering commitment to provide the highest level of service possible, we must make technology available to our customers that enhances and personalizes their experience and makes them want to come back. This includes simplifying self‑service elements as well as automated processes.

Continuous Improvement

Today’s customers expect their brands to constantly strive to make their decisions and daily lives less complicated before. By constantly refining processes and customer interaction, we are more likely to foster a closer and deeper working relationship with customers, increasing our chances of winning their appreciation and dedication.

Flawless Execution

From answering the phone to closing a deal, the smoother and more seamless everything feels to the customer, the more they become attached. Flawless execution is more than just responding to customer needs; it’s also about anticipating and addressing needs they don’t know they have. Flawless execution builds value in the brand and confidence in the hearts and minds of customers.

The Journey Begins Here

Proudly, Cumberland International Trucks was named the 2017 and 2018 Dealer of the Year by Navistar, as well as a 2020 and 2022 Top Company for Women to Work For in Transportation by Women In Trucking Association.

EOE: Cumberland International Trucks is an equal opportunity employer. We are committed to cultivating a safe & positive environment for all employees. All employment is decided solely on the basis of qualifications, merit, & business need.