Service Writer II

Duties

• Help answer phones and assist service customers with individual needs for vehicle repairs and maintenance services
• Create estimates in line with varying customer needs and expectations of cost, quality, and lead time
• Communicate with customers via email, fax, or phone to provide updates on vehicle repair status, obtain approvals on repair estimates, retrieve purchase order numbers, and discuss billing items
• Review repair orders (RO) for accuracy and ensure proper description of symptoms, problems, and causes are listed, as well as repairs and services performed based on what technicians submit are captured, entering RO into service database system
• Manage the transactions lifecycle from origination until the customer unit is in control/custody of the repair technician
• Obtain customers' approval for all repairs and services performed
• Dispatch and assign shop work to technicians
• Work closely with technicians, sales staff, and customers to ensure DFS is providing excellent customer service, minimizing costs, and identifying the best solutions for repairing and maintaining customer's vehicles
• Create and foster good working relationships with customers, vendors, and company partners
• Maintain quality service by establishing and enforcing organization standards and safety policies

Requirements

• A High School Diploma/GED and 3 years’ experience in a related field
• The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years’ experience in a related field
• Strong verbal and written communication, along with listening skills to interact with customers, employees, and vendors
• Familiarity with Karmak, ADP, Reynold, RO Writer or similar programs
• Strong computer and Windows office suite skillset, and the ability to learn new platforms (such as DFS IT Systems, including Web Wrench, MobileFrame, RO Writer)
• A general understanding of the Department of Transportation (DOT), federal, state, and local regulations affecting vehicle maintenance operations
• Demonstrated ability to multi-task and apply initiative
• A positive attitude, good instincts, and self-motivation
• Excellent organizational skills and the ability to balance a variety of tasks