Service Writer

Golden State Peterbilt located at 1450 S Union Ave who is a subsidiary of E.M. Tharp Inc. is currently seeking a Service Writer for their Bakersfield location to join our growing team! The Service Writer position is meant to be a support position to the Service Department greeting customers, discussing their service needs, and document vehicle concerns accurately and be able to provide recommendations for necessary repairs and maintenance based on customer descriptions, vehicle inspections, and manufacturer's recommendations. Be able to prepare cost estimates for repairs, including parts and labor, and communicate pricing and timelines clearly to customers.

Benefits:

• $25 - $35 Full Time Hourly Pay
• Monthly Bonus Program
• 401k
• health, dental, vision, HSA/FSA plans available and life insurance plans
• Paid vacation, floating holiday, and sick leave. Seven paid holidays per year.

Essential Duties and Responsibilities

• Coordinate service appointments, prioritize work orders, and manage the service department's workflow to ensure timely completion of repairs.
• Serve as the primary point of contact for customers throughout the repair process, providing updates on the status of their vehicles and addressing any questions or concerns.
• Maintain accurate records of customer interactions, vehicle inspections, repair orders, and invoicing information in the dealership's management system.
• Identify opportunities to recommend additional services or maintenance based on vehicle history, manufacturer recommendations, and customer preferences.
• Providing customer service to both internal and external customers

Qualifications and Skills

To effectively perform the duties of a Service Writer individuals must be able to demonstrate a number of competencies that are essential to the position, which include:

• Exceptional interpersonal skills and a customer-centric mindset to build rapport, address concerns, and ensure customer satisfaction.
• Clear and effective communication skills, both verbal and written, to convey technical information in a way that is easily understandable for customers.
• Basic understanding of truck systems, maintenance procedures, and repair terminology to discuss service options with customers and technicians.
• Strong organizational skills to manage multiple tasks, prioritize work orders, and maintain accurate records in a fast-paced environment.
• Ability to identify customer needs, troubleshoot issues, and find solutions that meet both customer expectations and dealership objectives.
• Comfortable using dealership management systems, computerized diagnostic tools, and software for estimating, invoicing, and communication.
• Ability to collaborate closely with service technicians, foremen, parts department personnel, and other service advisors to ensure smooth operations and efficient service delivery.
• Be able to juggle multiple customer inquiries, service appointments, and repair orders while ensuring that each customer receives personalized attention and timely updates.
• Handling challenging situations and customer complaints with professionalism and empathy to maintain positive relationships and uphold the dealership's reputation.
• Strong analytical and problem-solving skills.
• Excellent written, verbal, and interpersonal communication abilities
• Ability to maintain confidentiality.
• Must possess strong interpersonal skills.
• Must be able to prioritize and plan work activities as to use time efficiently.
• Must be organized, accurate, thorough, and able to monitor work for quality
• Must be dependable, able to follow instructions, respond to management direction, and must be able to improve performance through management feedback.

Education and Experience: Any combination of training and experience which would provide the required knowledge, skills, and abilities is qualifying.   A typical way to obtain the required qualifications would be:

Two years (2) of increasingly responsible experience in Service Writing with a preference of Service Writing in a heavy-duty application.

Licenses and Certifications:

• Possession of, or ability to obtain, a valid Class C California driver’s license.

Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. 

While performing the duties of this job, the employee is regularly required to stand, walk, climb or balance, stoop, kneel, crouch or crawl. The employee is occasionally required to sit. The employee must regularly lift/push or pull/or move up to 60 pounds. 

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is frequently exposed to wet and/or humid conditions, extreme heat, and vibration. The employee is exposed to fumes or airborne particles, toxic chemicals, and outside weather conditions. The noise level is normally loud. Proper safety gear must be always worn.  A standard 40-hour work week applies. 

E.M. Tharp is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.