Virtual Branch Service Advisor

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      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
•    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.