Service Writer II

About the role

Cox Fleet, headquartered in Indianapolis, is the leading provider of on-site mobile maintenance and repair services nationwide for light, medium, and heavy-duty trucks and trailers. We also operate 20+ nationwide service centers offering accident repair, painting, refurbishment, and heavy mechanical repair. Supported by a 24/7 in-house call center, we provide scheduled and unscheduled services to fleets anywhere, anytime. We are hiring a Shop Service Writer to support the company’s growth at this location.

Responsibilities

• Answer phones and assist service customers with individual needs for vehicle repairs and maintenance services, including providing cost estimates and timelines.
• Create estimates tailored to varying customer needs and expectations regarding 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, ensuring proper description of symptoms, problems, and causes, as well as repairs and services performed based on technician submissions; enter RO into the service database system.
• Manage the transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
• Obtain customer approval for all repairs and services performed.
• Dispatch and assign shop work to technicians.
• Work closely with technicians, sales staff, and customers to ensure excellent customer service, minimize costs, and identify the best solutions for repairing and maintaining customer vehicles.
• Ensure timely and accurate documentation and notation in all DFS internal and external systems regarding each customer vehicle repair.
• 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

• High School Diploma/GED and 3 years’ experience in a related field. Alternatively, 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, Reynolds, RO Writer, or similar programs.
• Strong computer and Windows Office Suite skills, with the ability to learn new platforms (e.g., DFS IT Systems, including Web Wrench, MobileFrame, RO Writer).
• General understanding of Department of Transportation (DOT), federal, state, and local regulations affecting vehicle maintenance operations.
• Demonstrated ability to multi-task and apply initiative.
• Positive attitude, good instincts, and self-motivation.
• Excellent organizational skills and the ability to balance a variety of tasks.