Part-time Service Writer

PRIMARY RESPONSIBILITIES

• Provide superior customer service to internal and external customers and employees by modeling exceptional customer service behavior during all interactions
• Provide administrative support for M/Ws and assist in maintaining a smooth running, efficient service shop with a high degree of customer satisfaction
• Be familiar and proficient with all processes and procedures of the computer system required for service and parts management
• Affix to diagnose problems accurately and clearly describe them on work orders
• Clearly communicate to customers the estimated costs and completion times of work being provided, as well as offer additional services by pointing out service specials or additional work needed
• Determine correct parts for work orders, submit purchase requests, receive parts shipments, and document all parts transactions
• Assign work orders to M/Ws based on skill level and current resource utilization
• Review work-in-progress to ensure quality and timeliness
• Occasionally assist M/Ws when they are having difficulties performing service work
• Notify customers promptly of any changes, delays, or additional work needed
• Perform cashier functions and forward all necessary paperwork to the accounting department
• Follow procedures efficiently and maintain records of all customer paid, warranty, work order, and work documents with accounting to ensure compliance
• Handle customer complaints reasonably by showing empathy to the needs of the customer, maintaining a positive attitude, demonstrating special attention to repeat repairs, and ensuring commitment to correcting the situation
• Attend assigned training programs and maintain up-to-date technical qualifications and training certificates
• Other duties as assigned