Service Advisor

Service Advisor

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 1,800 team members. Today our family of automobile, truck and tire companies stretch throughout Pennsylvania, Delaware, Maryland, & New Jersey. 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. 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, and employee discount.

Location: Bergey's Truck Center, Pennsauken NJ

Shift: Full Time

Pay: $20.00 - $24.00 per hour based on experience

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.