Automotive Service Writer

We are a family owned and operated auto repair facility in central Massachusetts. We are looking for a capable individual with the right motivation and ability to deliver production in the most efficient manner. This individual must be able to plan, organize, lead and controls the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer.

Key Responsibilities

1. Customer Service: Greet customers and listen to their descriptions of the problems or services needed. Provide excellent customer service by answering questions, addressing concerns, and ensuring a positive service experience.

2. Diagnosis and Estimates: Translate customers' repair problems and service requests into work orders for technicians. Sometimes, this involves test driving the vehicle or using diagnostic equipment to identify issues. Provide accurate estimates for repair work, including parts and labor costs.

3. Scheduling and Workflow Management: Schedule service appointments and manage the workflow within the service department. Ensure that repairs are done in a timely and efficient manner to meet customer expectations and deadlines. Check job status as often as necessary, but at least twice each shift. Report to customer any change in time promised and notify him/her of any additional repairs that may be required.

4. Liaison Between Customers and Technicians: Act as a communication link between the customer and the service department. Keep customers informed about the progress of their vehicle's repair, explaining the work being done, and any changes to the estimated costs or completion times.

5. Invoice Preparation and Payment Processing: Prepare detailed invoices outlining services provided, costs, and payments. Process payments and handle financial transactions.

6. Quality Assurance: Ensure that all work meets quality standards and inspect vehicles after the repairs are completed to make sure all issues have been addressed.

7. Record Keeping and Documentation: Maintain accurate records of services provided, warranties, and customer information. Utilize a computerized system for tracking work orders, inventory, and customer records.

8. Product and Service Knowledge: Stay informed about new products, services, and industry trends. Advise customers on warranty protections, potential cost savings, and recommend preventative maintenance services. Spend at least 50% of time in production of repair service.

9. Ability to Market Automotive Repair Service to Fleets and Individual Customers. Must be knowledgeable in basic marketing techniques to make sure technicians are not idle at any time. Must be able to go outside and develop relationships with fleet operators to provide steady service flow especially in the initial stages.

10. Must be able to hire technicians. Must have skills to find and retain the right individuals that are responsible, reliable, and knowledgeable and that are able to do the work on time or better.

11. Perform any other duties as required.

Skills and Qualifications

· Education: High school diploma or equivalent; post-secondary automotive training or certifications (e.g., ASE) can be beneficial.

· Experience: Previous experience in automotive service writing, parts, or repair is highly valued.

· Customer Service Skills: Excellent communication and interpersonal skills, with a strong focus on customer satisfaction.

· Technical Knowledge: Understanding of automotive systems, parts, and diagnostic procedures.

· Computer Skills: Proficiency with service department software, databases, and basic office software.

· Organizational Skills: Ability to manage multiple tasks and priorities in a fast-paced environment.

· Problem-Solving Skills: Capacity to diagnose issues based on customer descriptions and find effective solutions.

· Attention to Detail: Precision in writing work orders, processing invoices, and ensuring that all customer concerns are addressed.

Job Type: Full-time

Pay: $30.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Day range:

• No weekends

Shift:

• 8 hour shift

Experience:

• Service writing: 5 years (Required)

Work Location: In person