Service writer

Job Type

Full-time

Description

Reporting To : Service Manager

FLSA Code : Exempt

Position : Requires clocking in and out including breaks

Position Information :

The full time Service Writer is responsible for assisting customers with automotive services and repairs. The service advisor coordinates the completion of the requested and recommended services by communicating with the consumer, technician responsible for the completion of the work order and the parts department.

Trained hires can expect to make $18-22 dollars including performance incentives.

Duties and Responsibilities :

• Greet every customer, every day
• Maintain high ethical standards when dealing with customers, co-workers and vendors
• Put safety first. Adhere to all Safety Policies, Procedures and Personal Protective Equipment standards
• Maintain a disciplined and proactive daily schedule for conducting outgoing activity for the cultivation of new and existing customers
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required;

obtaining approval signatures; entering RO into service database system

• Presents all service opportunities determined through the Multi Point Inspection (MPI)
• Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates;

obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation

• Maintains automotive records by recording problems and corrective actions planned
• Updates job knowledge by participating in educational opportunities
• Verifies service contract coverage by examining records and papers; explaining provisions and exclusions
• Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles
• Assist customers and staff with the selection of required parts, suggest companion requirements, offer specials, and ensure that the customer is exposed to the full product line
• Answers telephones, manage and resolve customer calls, providing price quotes and other information
• Assist service technicians in selecting parts needed for repairs in process
• Customer focus and adaptability to different personality types
• Determines requirement of each call by working with customers
• Answers inquiries, resolve, and fulfill requests by clarifying desired information; researching, locating, and providing information
• Multi-task and manage time effectively
• Update or enter new customer information into company information / data systems
• Keep records of all conversations in our database in a comprehensible way
• Follow up with customer calls where necessary
• Sells additional services by recognizing opportunities to up-sell and explain new features
• Build sustainable relations and engage customers by going the extra mile
• Attend required training - department, dealership and organization
• Meet personal / team goals
• Assist as needed in other areas of Fixed Operations to help grow the overall business, and ensure 100% customer satisfaction
• Control shop supplies and track usage
• Maintain a safe and clean workspace, as well as ensuring the entire facility is orderly, clean and free of hazards

Requirements

Qualifications :

High school diploma or the equivalent. Valid driver's license in state of residence and a good driving record. Ability to read and comprehend instructions and information.

Strong verbal and written communication skills. Excellent listening skills and attention to detail. Knowledge of customer service principles and practices.

Good data entry, typing and organizational skills.

Working Conditions :

Will stand and move throughout the service department and repair shop for most of the shift. Will spend some time outdoors working with customer vehicles that are in service department.

Evening, holiday and weekend work hours will be required. S / he will be exposed to noise, vibration, dust, exhaust fumes, and other hazardous and nonhazardous materials.

The Service Writer will be required to wear a dealership uniform at all times.

Note :

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job.

While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.

e., emergencies, changes in personnel, work load, rush jobs, or technological developments).

Last updated : 2024-09-05

Salary : $18 - $22