Diesel Customer Service Advisor

Diesel Customer Service Advisor

The Diesel Customer Service Representative serves as the primary point of contact for customers and plays a critical role in delivering a positive, professional, and solution-focused customer experience. This position is responsible for addressing customer needs, resolving issues efficiently, and ensuring every interaction reflects the company’s commitment to service excellence.

Core Focus: Customer Experience

• Provide courteous, timely, and accurate service to all customers
• Actively listen to customer concerns and respond with empathy and professionalism
• Build trust and long-term relationships through consistent, high-quality service
• Ensure customers feel valued, heard, and supported at every touchpoint

Key Responsibilities

• Greet customers and assess service needs
• Prepare, review, and explain work orders, service estimates, and repair authorizations
• Communicate service recommendations, timelines, and updates clearly and professionally
• Coordinate with technicians, parts, and service management to ensure timely completion of work
• Maintain accurate service records and customer documentation
• Follow up with customers regarding service completion and satisfaction
• Ensure compliance with company policies, safety procedures, and quality standards
• Support the Service Manager in achieving departmental goals

Qualifications

• Previous experience in heavy truck/diesel customer service or a related service environment preferred
• Knowledge of service procedures, repair processes, and parts systems a plus
• Strong computer skills, including scheduling and service management systems
• Ability to work independently and as part of a team

Service Standards & Expectations

• Demonstrate professionalism, patience, and respect in all interactions
• Take ownership of customer concerns through resolution or appropriate escalation
• Maintain a calm, positive demeanor in fast-paced or challenging situation
• Meet response time, service quality, and documentation expectations
• Clearly explain technical information in a customer-friendly manner
• Exhibit strong organizational, time-management, and multitasking skills

Success in This Role Looks Like

• Customers leave interactions satisfied and confident in the service provided
• Issues are resolved accurately and efficiently
• Communication is clear, respectful, and professional
• The CSR consistently represents the company in a positive manner

Work Environment

• Primarily office/customer service desk environment within the service department
• Frequent interaction with customers, technicians, and management
• Occasional exposure to shop conditions including noise, equipment, and vehicle movement
• Adherence to safety policies and procedures is required

Physical & Other Requirements

• Ability to sit, stand, and move throughout the service area as needed
• Ability to lift or carry up to 25–50 lbs. occasionally
• Manual dexterity for handling paperwork, computers, and office equipment
• Ability to work flexible hours, including occasional evenings or weekends
• Reliable attendance and punctuality required

Compensation

• Competitive salary or hourly pay based on experience
• Full-time benefits include medical, dental, vision, 401(k), paid time off, and other company sponsored benefits

Equal Employment Opportunity Statement

Berman is an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, in accordance with applicable federal, state, and local laws. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position.

Disclaimer

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Responsibilities may change based on business needs.

Pay: $23.00 - $27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Application Question(s):

• What is the highest number of repair orders (ROs) you have personally managed concurrently on a busy day?
• How do you handle a situation where a repair is going to take longer or cost significantly more than the original estimate?
• Do you have experience using heavy-duty labor time guides (like Mitchell 1, SRTs, or OEM guides) to build repair estimates?
• What shop management systems or service writing platforms (e.g., Karmak, CDK, Decisiv, Excel) have you used?
• Is there anything in your background that would prevent you from performing the duties of this position or meeting company policies?

Work Location: In person