Service Advisor

Service Advisor

Location: Ocala, FL

Department: Service

Customer Experience | Communication | Workflow Coordination

Be the Connection Between Customers, Technicians, and Great Service

Cumberland International Trucks is seeking a bright, mechanically inclined Service Advisor to join our Ocala service team. This role is ideal for someone who enjoys working with people, understands how vehicles work, and takes pride in keeping repairs organized, transparent, and on track.

As a Service Advisor, you'll be the main point of contact for customers-listening to concerns, explaining repairs and costs, opening and closing repair orders, and keeping everyone informed throughout the repair process. Just as important, you'll work closely with technicians and internal teams to ensure work flows smoothly and customers leave confident in the service they received.

We're in the business of developing people. At Cumberland, this role offers a career path-with opportunities to earn more, learn more, and grow into leadership.

Why Cumberland?

As a family‑ and veteran‑owned International Truck dealer group, we're proud of our fun, empowering, customer‑first culture. We believe in providing a safe, positive work environment built on our Core Values: Honor, Readiness, Victory, Loyalty, and Teamwork.

If you're looking for more than a job-and want a place where your effort and attitude can lead to real growth-you'll find that here.

What You'll Do

As a Service Advisor, you'll manage the flow of service work from intake through completion while delivering a strong customer experience.

Key responsibilities include:

• Manage the receipt and flow of all incoming service work
• Greet customers promptly and professionally
• Collect accurate customer and vehicle information, including mileage, engine hours, and visible damage
• Clearly document customer concerns, maintenance needs, and repair requests
• Open and close repair orders (ROs) accurately
• Use OEM questionnaires and attach required documentation to repair orders
• Communicate repair needs, costs, timelines, and updates to customers
• Consult with technicians regarding diagnoses, repair options, and alternatives
• Answer customer questions about service outcomes and recommendations
• Inform customers of warranty coverage, protections, and potential cost savings
• Assist customers with decisions related to repairing or trading their vehicle
• Oversee service scheduling and workflow to support efficient operations
• Notify customers when service is complete and vehicles are ready for pickup
• Obtain customer signatures and provide copies of completed repair orders
• Understand, evaluate, and apply International and vendor warranty guidelines, approval processes, and policies
• Open repair orders under warranty or customer‑pay status as appropriate

What We're Looking For

• Minimum 2 years of customer service experience
• Previous Service Advisor or dealership experience is a plus
• Mechanical aptitude with the ability to understand technical information
• Professional demeanor with strong attention to detail
• Team‑oriented mindset and commitment to customer satisfaction
• Self‑motivated with solid written and verbal communication skills

Standard Benefits

Cumberland International Trucks offers a comprehensive, people‑first benefits package:

• 8 Paid Holidays
• Paid Time Off (PTO)
• Paid Vacation
• Paid Birthday Off!!
• 401(k) with Employer Match (Fidelity)
• $500 Employee Referral Program
• Medical Insurance
• Voluntary Vision & Dental
• Life & AD&D Benefits & Supplemental Life
• Short‑Term & Voluntary Long‑Term Disability
• 24/7/365 Teladoc Access
• Free & Confidential (EAP) Employee Assistance Program
• Company Apparel Allowance
• Team Oriented Culture
• Supportive Leadership
• Modern Equipment & Clean Facilities
• We Promote from Within
• Development Opportunities

EEOC: Cumberland International Trucks is a drug-free workplace and an Equal Opportunity Employer. We are committed to cultivating a safe, inclusive environment for all employees. Employment decisions are based solely on qualifications, merit, and business need.