Service Advisor

Service Advisor Position at Cumberland International Trucks, Inc.

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 customer 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.

2 years of customer service experience & ideally, dealership experience desired.

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.

Responsibilities:

• Responsible for the receipt and flow of all incoming work, communication with customers and all other internal departments.
• Greet customers in a timely, friendly manner and obtain all specific vehicle/customer information required for proper repairs and invoicing. Specific vehicle information includes total miles, engine hours, and any noticeable damage to the vehicle.
• 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
• Answering customer questions about service outcomes and consulting with technicians when necessary
• Informing customers about potential cost savings and warranty protections
• Assist customer with deciding to fix their car 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 customer a copy of the repair order.
• Must be able to understand, communicate, and evaluate all vendors and International. Warranty guidelines, approval processes and policies during the 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 & ability to understand technical knowledge
• Conducts oneself in a professional manner
• Team player with a strong sense of commitment to the customer
• Self motivated with good written & 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 thru Fidelity / Medical / Voluntary Vision & 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 than 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 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.