Service Advisor/Customer Service Representative

Job Description

Job Title: Service Advisor / Customer Service Representative

Location: Durham, NC

Schedule: On-Site Monday–Friday, 7:00 AM – 5:00 PM; with rotating Saturday coverage

Pay Range: $22.00 – $27.00/hour (equivalent to $45,760 – $56,160 annually)

About Us:

At National Fleet Management, we believe that excellence is earned through hard work, discipline, and integrity. We’re building a strong, growth-oriented team, and we’re looking for a Service Advisor/CSR who is ready to step in, take ownership, and help drive our team of technicians forward.

This is not a passive administrative role. It’s a hands-on, results-driven position for someone who thrives in a fast-paced environment and takes pride in maintaining strong processes, supporting the team, and delivering measurable outcomes.

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 Durham, 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

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.

Successful writing up and conducting 25-Point Inspections on all incoming vehicles.

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 the Daily Game Plan and 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.

Responsible for improving the companies’ profitability and growth by improving the productivity of the Technicians.

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.What We Offer:

We are committed to investing in your long-term development and success.

Compensation & Benefits:

Competitive pay: $22.00 – $27.00/hour (Annual: $45,760 – $56,160)

Health, Dental & Vision Insurance – Comprehensive coverage for you and your family

401(k) Retirement Plan – With employer-Profit Sharing

Paid Time Off & Holidays – Because work-life balance matters

Disability & Life Insurance – Peace of mind for you and your loved ones

Employee Assistance Program (EAP) – Mental health and financial wellness support

Pet Insurance – Because furry family members count too

Gym Membership Discounts – Stay active with reduced enrollment fees

Career Growth – We promote from within and support ongoing development

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

Full-time