Service Advisor/Writer

Benefits

• Free Coffee
• Free Car Inspection
• Short Term and Long Term Disability
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

Key Responsibilities

• Customer Communication & Intake - Manage incoming calls, screen service inquiries, and route them to the appropriate department (accounting, parts, or sales).
• Accurately document customer concerns, service needs, and expectations by gathering customer information, detailed unit information and photos (e.g., mileage, data tag) via phone or upon vehicle arrival.
• Documentation & Scheduling - Follow up on any missing customer documents and input information into our software. Coordinate with the Service and Shop Manager to schedule service appointments. Prepare and print repair orders (ROs) based on customer concerns and known issues.
• Service Order & Estimate Management - Collaborate with Service and Parts Managers to prepare accurate service estimates and ensure accuracy between ROs / quotes. Review and update repair orders to reflect additional scope or changes based on vehicle inspections. Communicate and obtain customer approval for any additional repairs or modifications. Track all estimates using the estimate/quote log and monitor their status.
• Operations & Workflow Oversight - Maintain the repair order (RO) rack and associated schedules to ensure workflow accuracy and shop organization. Monitor book hours and compare estimated vs. actual hours worked, communicating updates to the Service Manager.
• Customer Satisfaction & Follow-Up - Maintain accurate records of all customer interactions and services performed. Follow up with customers to ensure satisfaction and promptly address any concerns.
• Other Duties - Perform additional responsibilities as required to support the service team.

Skills and Qualifications

• 5+ years of experience in vehicle service and repair; experience with cargo tank trucks or tank trailers is a plus
• Strong understanding of vehicle maintenance and repair procedures
• Excellent communication and conflict-resolution skills
• Exceptional organizational and time management abilities
• Proficiency in Microsoft Outlook, Word, and Excel
• Experience with service management software; Karmak preferred but not required

About the Role

A customer-focused, detail-oriented professional with a passion for customer service and teamwork, we’re looking for a Service Advisor/Writer to join our team and be the trusted link between our customers and our service department. As a Service Advisor, you will be the primary point of contact for customers during their vehicle service experience. You’ll guide them through the repair process, from scheduling and service updates to final delivery, ensuring transparency, trust, and satisfaction every step of the way.

Ideal Candidate Traits

• Detail-oriented with strong organizational skills
• Dependable and reliable under pressure
• People-oriented with a passion for customer service and teamwork
• Adaptable and thrives in a dynamic, fast-paced environment
• Results-driven and eager to take on challenges

Who We Are and What We Do

L.W. Tank Repair Inc. is an Uxbridge, MA based trusted cargo tank service, sales and parts company offering superior quality tank inspection, repair and maintenance services and sales, supported by a complete inventory of major parts. Our founder’s commitment to proactively delivering on the promises of the highest quality skilled workmanship, personalized customer service, and value-added solutions in support of our customers’ budgets has made L.W. Tank Repair a valuable partner to New England’s bulk and commodity transportation market for more than 40 years.

How We Operate

We remain stable and strong because we conduct our business with the utmost respect for our associates, our customers and the world around us. We promise our customers honesty, integrity and an unwavering commitment to get the job done right. Our finished products are the result of a team effort, so we consider personal qualities like reliability and collaboration just as important as the productivity, accuracy, and specific hard skill requirements for each of our positions.

Who We Look For

We want and need employees who are conscientious, who want to add value and who can do their jobs safely and without close oversight. We care about and value our employees as well as our customers and understand that both are critical to our company’s successes and even our existence. We offer our associates competitive pay and comprehensive benefits and challenge them to follow career paths that excite them. We routinely reinvest in ourselves and subscribe to a philosophy of continuous improvement. We think in terms of continuous improvement not only with our operations, processes and practices, but also with our employees.