Service Writer

About the role

A service writer provides a connection between a customer and service technicians, managing vehicle service requests, customer communication, and workflow coordination from start to finish. They provide cost estimates, explain services, and keep customers updated on progress. Excellent communications skills and knowledge of record keeping and computer programs are a must.

Responsibilities

• Responsible for serving as a liaison between customers and technical staff by receiving, interpreting, and accurately communicating customer inquiries, concerns, and requests, and by conveying technical responses and information back to customers.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Prepare, complete, and close customer repair orders by accurately documenting repair issues or requested upgrades, ensuring all applicable charges are correctly entered, and closing repair orders within required timeframes.
• Maintain accurate, timely, and complete records and reports related to service department operations in accordance with company requirements.
• Demonstrate working knowledge of Lippert products and recommend or sell products based on customer needs, repair requirements, or service requests.
• Greet customers promptly and professionally and provide ongoing communication regarding service timelines, estimated costs, and any changes throughout the service process.
• Prepare service estimates by collecting, reviewing, and documenting detailed and accurate information regarding required repairs or services.
• Order parts necessary for service and repair orders and verify that all required parts are received and available prior to the customer’s scheduled service appointment.
• Follow up promptly on service leads and inquiries by contacting customers via phone or email to explain available services and secure service work.

Qualifications

• 2 years’ minimum previous experience in customer service-related position
• Proficient with Microsoft Office - Word, Excel & SharePoint
• High school diploma or equivalent

Supervisory Responsibility

This role does not have any supervisory responsibility upon hiring.

Physical Demands

• While performing the duties of this job, the Team Member is regularly required to talk and hear.
• The Team Member may have to lift and/or move items over 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle, feel, or reach especially in our stand-alone service centers.
• Will be required to walk and inspect units with proper safety PPE.
• This position will require a lot of typing.

Position Type/Expected Hours Of Work

This is a full-time hourly position, with the possibility to earn extra spiffs or commission based on the company’s initiatives. The expected work hours are 40 hours per week, Monday through Friday; weekend and overnight work may be necessary. Travel will be minimal and will be primarily local during the business day. There will be travel opportunities during our rally season.

Pay Group

AAP/EEO Statement Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment and personnel-related decisions. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert. Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.