Service Writer I

About the role

The primary function of the Service Writer is ensure customers are greeted openly and friendly and to provide extra mile customer service. The individual receives customer requests for service, coordinates scheduling and customer uptime with triage. The Service Writer estimates the cost of repairs within set guidelines and manages shop repair orders process through technology. The individual also assists Service department with clerical duties, such as documentation required for warranty, policy settlements, customer, and vendor contact.

Responsibilities

• Receives Inbound Customer phone calls concerning service scheduling and requests.
• Greets and Assists Drivers at the location with their unit.
• Coordinates and tracks the status of customer repair orders with Service Manager and Shop Foremen for task assignment.
• Ensures customers receive the most expedient service available through listening, questioning, and understanding repair requests.
• Works with Service Manager to ensure timely action taken and settled in areas of disputes and warranty.
• Assures all documentation necessary for the sale of labor (customer, internal, and warranty) is complete and properly executed.
• Maintains repair orders by ensuring they are properly opened and closed timely.
• Stays informed of current service bulletins, recalls, and warranty information.
• Informs the Service Manager of all customer complaints so they may be handled before the vehicle leaves the shop.
• Advises customers of needed service work, as well as suggests additional labor, parts, and body shop sales whenever possible (i.e., Preventive Maintenance Inspections, related service work, etc.).
• Contacts vendors and OEM’s for product information or authorizations.
• Obtains purchase orders from customers and sublet providers.
• Participates in training to stay current on technical and warranty issues.
• Assists in maintaining a clean shop and office area.

Skills

• Conflict Management - Understanding, addressing and resolving conflict constructively
• Interpersonal Skills - Effectively communicating, building rapport and relating well to all kinds of people
• Understanding Others - Understanding the uniqueness and contributions of others
• Customer Focus - Anticipating, meeting and/or exceeding customer needs, wants and expectations
• Flexibility - Readily modifying, responding and adapting to change with minimal resistance
• Teamwork - Cooperating with others to meet objectives
• Influencing Others - Personally affecting others actions, decisions, opinions or thinking
• Time and Priority Management - Prioritizing and completing tasks in order to deliver desired outcomes within allotted timeframes

Requirements

• Interaction - The job requires frequent communication and engagement with others.
• People-Oriented - The job requires building rapport with a wide range of individuals.
• Customer-Oriented - The job requires identification and fulfillment of customer expectations