Service Writer - Service

About the role

As a Commercial Truck Dealer Service Writer, you will play a crucial role in ensuring the smooth operation of our service department. You will serve as the liaison between customers and the service team, providing exceptional customer service, accurate documentation, and efficient communication. This position requires excellent organizational skills, strong attention to detail, and exceptional communication abilities.

Responsibilities

• Customer Interaction: Greet customers in a friendly and professional manner, listen to their concerns, accurately document service needs, and provide updates on vehicle status and recommended services.
• Service Documentation: Create detailed service orders, input customer and vehicle information into the dealership’s database system, and ensure all documentation complies with dealership and manufacturer guidelines.
• Scheduling and Coordination: Schedule service appointments based on customer preferences and availability, coordinate with the service team to ensure timely completion of repairs and maintenance, and prioritize work orders according to urgency and customer needs.
• Technical Knowledge: Develop a basic understanding of commercial truck systems and components, communicate effectively with technicians to relay customer concerns and service requirements, and assist customers in understanding recommended services and repairs.
• Customer Satisfaction: Address customer inquiries and concerns promptly and professionally, follow up to ensure satisfaction with completed services, and strive to exceed customer expectations through exceptional service delivery.
• Sales Support: Identify opportunities to upsell additional services or products, and communicate service promotions and offerings to customers.

Requirements

• High school diploma or equivalent; additional education or training in automotive technology is a plus.
• Previous experience in a customer service or automotive service role preferred.
• Strong communication and interpersonal skills.
• Excellent organizational abilities and attention to detail.
• Proficiency in computer systems and database management.
• Ability to work efficiently in a fast‑paced environment and handle multiple tasks simultaneously.
• Flexibility to work weekends, nights, or evenings as needed.