Automotive Service Writer @ Mercedes Benz of North Olsmted

Bernie Moreno Companies • North Olmsted, OH

13d • $80,000 - $100,000 • Onsite

About The Position

Automotive service writers greet customers, listen to their description of the problems or service needed, determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services.

Requirements

• Greet customers
• Listen to customer's description of problems or service needed
• Determine type of service required
• Prepare repair orders
• Estimate additional cost for repairs
• Telephone customer for permission for additional work
• Advise customers on other available services
• Question customer about mechanical problems
• Perform visual inspection
• Perform road test
• Confer with customers about inspection results
• Recommend corrective procedures
• Prepare work order for needed repairs
• Show time, cost, and labor estimates for service on repair order
• Write description of customer's concern on repair order
• Explain work performed and repair order charges to customer
• Handle customer complaints
• Schedule service appointments
• Obtain customer and vehicle data prior to arrival
• Obtain vehicle information
• Test drive vehicle with customer
• Refer to service history
• Inspect vehicle
• Recommend additional needed service
• Advise customers on car care
• Advise customers on vehicle maintenance value
• Provide written cost estimate for labor and parts
• Establish "promised time"
• Check with dispatcher
• Obtain customer's signature on repair order
• Provide customer with a copy of repair order
• Establish customer's method of payment
• Obtain credit approval
• Notify dispatcher of incoming work
• Check on progress of repair
• Contact customers regarding changes in estimate or promised time
• Explain cost and time requirements in detail
• Get proper authorization before additional repairs
• Implement and maintain a service marketing program
• Review repair orders
• Ensure work is completed
• Note additional work and authorization
• Close repair order
• Ensure vehicles are parked in assigned areas
• Ensure vehicles are locked
• Ensure keys are marked and put away correctly
• Keep service department forms, menus and pricing guides up to date
• Implement a quality control process
• Maintain high customer satisfaction standards
• Handle telephone inquiries
• Inspect vehicles for body work
• Provide estimate for body work
• Maintain a professional appearance
• Keep work area clean

Responsibilities

• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommends corrective procedures and prepares work order for needed repairs.
• Prepares a repair order showing time, cost, and labor estimates for service.
• Write a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up to date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed and provides an estimate for body work.
• Maintains a professional appearance.
• Keeps work area clean.
• Other tasks as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed