Virtual Branch Advisor

FleetPride, Inc.; Texas; Hybrid; USD 55,000 - 75,000; Full time

Job summary

FleetPride in Irving, TX seeks a results-driven Virtual Branch Service Advisor to support and grow our service business. You will handle service writing, coordination, and customer interactions across multiple units, leveraging Karmak and iSeries expertise.

The ideal candidate has strong fleet knowledge, excels at customer service, and can improve service processes while collaborating with field teams and internal departments. Hybrid work is offered.

Qualifications

• Bachelor’s Degree or high school diploma with an additional 3 years of relevant professional experience.
• Strong Excel, Word, Outlook skills and experience with Karmak and iSeries systems.
• Customer-focused service experience in a fast-paced environment.

Responsibilities

• Assist customers in intaking, qualifying, scheduling, and following up with heavy-duty service via phone, email, or virtual channels.
• Estimate, coordinate, and process service orders and ensure timely invoicing.
• Coordinate dispatch, parts, and logistics to support service readiness and efficiency.
• Maintain accurate service documentation and drive customer satisfaction.

Skills

Active Listening

Communication

Time Management

Persuasion

Service Orientation

Education

Bachelor’s Degree or high school diploma + 3 years experience

Tools

Karmak

iSeries

Excel

Word

Outlook

Job description

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business!

Job Profile Summary

FleetPride is seeking a results-driven Virtual Branch Service Advisor to help support and grow our service business. This role is responsible for supporting service operations and service writing for multiple different business units within FleetPride. The ideal candidate will bring strong FleetPride branch knowledge, specifically mobile service writing experience, Karmak, iSeries, and customer service expertise. As a key member of the Virtual Branch team, this individual will play a pivotal role in enhancing customer experience, optimizing service processes, and strengthening collaboration between the field, service teams, and internal departments.

DUTIES & RESPONSIBILITIES

Customer Support

• Assist customers in intaking, qualifying, scheduling, and following up with heavy-duty service via phone, email, or virtual channels.
• Recommend related services, provide accurate estimates, coordinate service completion with technicians, and process service orders once completed.
• Ensure professional, timely, and high-quality customer interactions both internally and externally that drive satisfaction and loyalty.

Service & Operations Coordination

• Work with service technicians to estimate, schedule and complete repairs in a quick and efficient manner.
• Coordinate service dispatch, purchase orders, and logistics to ensure timely service completion.
• Track work progress, communicate updates internally and externally, and control related costs.
• Process, and complete repair orders in a timely manner to ensure efficient and timely invoicing.
• Uphold accuracy and efficiency across all service and repair order documentation.

Parts Sourcing & Inventory Coordination

• Assist locating and securing parts from warehouses, branches, or OEM dealers as needed.
• Account for special order, returns, and warranty parts in compliance with company policy.
• Maintain organized, accurate recording and ensure parts are billed out properly on service orders.

Continuous Improvement & Knowledge Development

• Review customer requirements, rate sheets, and bulletins to stay current on service expectations and processes.
• Participate in training, team meetings, and process improvement initiatives.
• Proactively identify opportunities to improve efficiency and service quality.

Additional Responsibilities

• Perform other duties as assigned.

EDUCATION & TRAINING

• Bachelor’s Degree or high school diploma or equivalent with an additional 3 years of relevant professional experience

KNOWLEDGE & EXPERIENCE

• Education: High School Diploma, GED, or equivalent.
• Technical Proficiency: Intermediate knowledge of Microsoft Excel, Word, and Outlook; experience using Karmak and iSeries systems.

SKILLS & ABILITIES

• Active Listening: Fully attentive to others’ input; seeks understanding before responding.
• Communication: Clearly and effectively convey information to customers and team members.
• Time Management: Prioritizes tasks efficiently to meet deadlines and service expectations.
• Persuasion: Influences and builds alignment toward shared goals and solutions.
• Service Orientation: Proactively identifies and fulfills internal and external customer needs.

WORKING CONDITIONS

WORK ENVIRONMENT

• Our corporate office follows a hybrid work structure.
• The primary environment is characterized by ambient room temperatures, lighting, and traditional office equipment found in a typical office environment.

PHYSICAL DEMANDS

• Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials.
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
• Occasional lifting of moderately heavy objects, such as computers and peripherals.
• Sitting for extended periods of time.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Headquartered in Irving, TX, FleetPride is the nation’s largest distributor of heavy duty parts and service in the independent heavy duty aftermarket.

FleetPride’s sophisticated network of over 450 locations, more than 110 service centers, and six distribution centers ensures customers get the parts and services they need, when and where they need them.

We also offer heavy duty expertise with some of the best and brightest people in the industry.

FleetPride offers career opportunities for self-motivated professionals and now boasts more than 5,500 experts who are empowered and driven to create tailored solutions and solve problems for each customer’s unique needs.