Service Advisor/CSR

Job Title: Service Advisor / Customer Service Representative

Location: Statesville, NC

Job Description:

The Service Advisor / Customer Service Representative is responsible for coordinating service requests, managing workflow schedules, and ensuring accurate data entry for NFM’s Statesville, NC location. This role involves handling technician assignments, maintaining customer communication, managing service documentation, and supporting parts and quoting processes efficiently. This position requires working a rotating Saturday schedule as part of the team’s workload distribution.

Key Responsibilities:

• Data Entry & Workflow Management (70-80%)
  • Accurately input and update service orders, job details, and technician schedules.
  • Maintain real-time job tracking and status updates for internal and customer use.
  • Ensure all records are correctly documented for compliance and reporting.
• Customer Service & Communication
  • Act as a point of contact for customers, providing updates on repair status and scheduling service needs.
  • Handle incoming calls and emails professionally, addressing customer inquiries and concerns.
  • Ensure high levels of customer satisfaction through clear and proactive communication.
• Technician Coordination & Support
  • Manage daily schedules for technicians to maximize efficiency and response times.
  • Quickly pivot and reallocate resources as needed to accommodate urgent service requests.
  • Maintain communication with technicians to ensure they have the necessary information, parts, and tools for each job.
• Quoting & Estimation
  • Provide accurate job quotes based on technician assessments and standard repair costs.
  • Support quoting processes when needed to improve workflow efficiency.
  • Ensure all quotes are documented correctly within the service management system to expedite customer approvals.
• Parts & Inventory Support
  • Work with a Parts Coordinator to ensure that required parts are ordered and available.
  • Reduce time spent on tracking and receiving parts by leveraging internal support roles.
• Organization & Adaptability
  • Balance planned service schedules with unexpected customer or technician needs.
  • Prioritize tasks effectively to maintain workflow without delays or service disruptions.
  • Keep service records organized and accessible for reporting and compliance purposes.

Key Qualifications & Skills:

• Strong Typing & Data Entry Skills – Ability to input data quickly and accurately.
• Excellent Customer Service – Strong phone and email communication skills.
• Organizational & Time Management Skills – Ability to manage multiple tasks in a fast-paced environment.
• Adaptability & Problem-Solving – Must be able to pivot quickly to meet customer or technician needs.
• Experience with Service Coordination & Quoting – Prior experience as a Service Advisor, Dispatcher, or similar role is a plus.
• Tech-Savvy – Comfortable using service management software, AI, Microsoft products and digital communication tools.
• Availability for Rotating Saturday Schedule – Required as part of NFM’s operational structure.

Key Performance Indicators (KPIs):

• Service Order Accuracy – 98% accuracy in data entry without missing key details.
• Customer Response Time – 95% of inquiries responded to within 1 hour during business hours.
• Quote Turnaround Time – 95% of quotes provided within 2-4 hours of request.
• Scheduling Efficiency – 100% of technician schedules updated daily to prevent scheduling conflicts and delays.

This role is similar to an automotive dealership service advisor, but exclusively supports shop-diesel technicians located in Statesville, NC.

Apply today!!