Inside Service Advisor - Lakeland
Company: Florida Utility Trailers
Department: Service
Florida Utility Trailers is hiring an Inside Service Advisor for our Lakeland Service Department. This role is the hub of the service operation—handling inbound calls, building estimates, selling/quoting recommended repairs, and scheduling work to keep the shop running efficiently. You’ll be the main point of contact for customers and a key coordinator between customers, technicians, and parts.
The ideal candidate is confident on the phone, organized, and comfortable juggling multiple jobs while driving approvals and revenue.
Key Responsibilities:
- Customer Intake & Communication
- Answer inbound calls, emails, and walk-ins; gather accurate details on equipment, concerns, and urgency.
- Set clear expectations on pricing, timeline, and next steps.
- Provide proactive updates and communicate delays or changes clearly.
- Handle concerns professionally and escalate when needed.
Estimating, Quoting & Selling Service
- Create repair orders (ROs) and prepare accurate estimates based on technician findings and customer needs.
- Present recommendations confidently and secure customer approvals (sell the job, not just quote it).
- Educate customers on value, safety, and downtime prevention to increase estimate close rate.
- Follow up consistently on pending estimates/authorizations to keep work moving and increase conversion.
Scheduling & Workflow Management
- Schedule appointments and coordinate shop workload to maintain a healthy backlog.
- Prioritize jobs based on customer needs, parts availability, and shop capacity.
- Keep jobs progressing by ensuring approvals, parts ETA, and technician notes are aligned.
- Track and update job status in the system so everyone stays on the same page.
Parts & Internal Coordination
- Work closely with Parts to confirm availability, pricing, and lead times.
- Coordinate with technicians/shop leadership to confirm scope, labor time, and job requirements.
- Ensure completed work is documented properly for invoicing and customer pickup/delivery.
Administrative & Process Support
- Maintain accurate RO notes, documentation, photos, customer authorizations, and job statuses.
- Support warranty/claims documentation (if applicable).
- Help improve processes and consistency in check-in/check-out and customer communication.
What Success Looks Like (Performance Expectations)
- High estimate close rate through strong presentation and follow-up
- Accurate ROs/estimates with minimal rework
- Strong scheduling and communication that reduces technician downtime
- Steady backlog and smooth flow from intake → approval → completion
- Great customer experience through transparency and professionalism
Qualifications
- 1+ year experience in service advising, dispatching, parts counter, or similar customer-facing service role (trailer/heavy-duty/equipment service preferred).
- Confident communicator—comfortable selling/closing approvals and handling high call volume.
- Strong organization and attention to detail in a fast-paced environment.
- Basic mechanical understanding (can translate customer complaints into shop-ready details).
- Comfortable with computers and service/ERP systems.
- Bilingual (English/Spanish) is preferred
Skills & Traits
- Customer-first, professional, and calm under pressure
- Strong sense of urgency and follow-through
- Can manage multiple open jobs without things slipping
- Team player who coordinates well with techs, parts, and management
- Comfortable working on a computer / typing
Job Type / Schedule
- Full-time, in-person (Lakeland)
Compensation & Benefits
- Competitive pay based on experience
- Benefits/PTO
- 401(k) with Company Match
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
