Service Writer / Advisor

About the role

The Service Writer/Advisor will be focused on providing administrative and process support to the Service department, liaising with internal and external customers and ensuring the department runs efficiently on a day-to-day basis.

Responsibilities

• Manage customer relations for the service department by receiving phone calls and emails and responding in a timely manner
• Open and close work orders in alignment with internal procedures
• Prepare service quotes
• Edit and update all work orders to ensure accurate capture of all billable items
• Provide unit history to the service department for incoming repairs
• Assist with shop scheduling to ensure optimal efficiency and customer service
• Conduct shop walkthroughs with Service Manager to capture real time status updates
• Prepare and submit bi-weekly payroll reports
• Work with the accounting department to ensure customer accounts are in good standing
• Ensure on-time billing for all customers
• Maintain service files and ensure all documentation is in compliance
• Process warranty claims
• Resolve and/or escalate customer concerns and maintain positive customer relations
• Collaborate with parts department to ensure timely processes
• Completed additional tasks as required

Requirements

• Education/Certification: High School Diploma, GED or equivalent
• Valid driver’s license with a clean driver’s abstract
• Must be able to pass a pre-employment background check
• Experience: 3+ years’ experience in a related administrative/customer service position
• Experience preparing quotes and opening/closing work orders
• Experience with MS Office suite and other dealership/customer work order system
• Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset

Benefits

• Quarterly profit-sharing bonus opportunity
• Annual salary increase opportunity
• Comprehensive health and welfare benefits
• Paid Vacation and Paid Personal Days
• 401(k) Matching Program