Fleet Service Writer

King & George, LLC•Plant City, FL

8d•Onsite

About The Position

The service writer's responsibilities include greeting customers, listening to requests, scheduling appointments, estimating costs, verifying insurance, conducting inspections, and test-driving cars. The service advisor will ensure customer service by working with customers to determine their vehicle issues and problems, determining the repair timeline, and working with technicians to convey the customers' concerns with accurate repair descriptions.

Requirements

Proficiency with industry-specific software
Excellent customer service, interpersonal, and communication skills
Strong organizational, decision-making, and problem-solving skills
The ability to communicate with mechanics, customers, and management
Possess strong computer skills, able to read, write, and comprehend written instructional documents in English
Excellent time management skills with a proven ability to meet deadlines
Ability to function well in a high-paced and at times stressful environment
Proficient with Microsoft Office Suite or related software
High school diploma or equivalent
At least three years of related experience required or experience in the auto industry
Must be able to successfully pass as required a federal, state, or local government's background investigation
Valid state driver's license required

Nice To Haves

Automobile Service Consultant Certification (C1) from National Institute for Automotive Service Excellence (ASE) preferred
Valid commercial driver's license (A, B, or C with specific endorsements) preferred

Responsibilities

Greet customers and maintain a good customer rapport by listening to the customer request, keeping the customer current on the status of their maintenance or repair service and cost as applicable, answering customer questions and concerns
Ascertains automotive problems and services by listening to customers' descriptions of symptoms, clarifying descriptions of problems, conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules
Create work orders by describing symptoms, problems, and causes discovered, as well as repairs and services required
Consulting with mechanics regarding necessary repairs and possible alternatives to expensive repairs
Use your knowledge of our products and services to provide in-depth information about customers' available parts and service options
Answer questions about service outcomes, scheduling and booking appointments, vehicle drop-off, and the vehicle pick-up
Assist in managing and overseeing the shop workflow and schedule as directed by supervisor
Communicate with customers to advise them about service changes, delays, and readiness
Ensuring all details on services rendered and costs are related to customers are accurately captured and recorded
Liaising with service technicians about parts ordering and ensuring parts are available when needed
Verifies warranty and service contract coverage
Develops estimates by costing materials, supplies, and labor
Obtain customer approval required maintenance and repairs
Updates job knowledge by participating in educational opportunities and reading manufacturers' publications
Maintains maintenance and repair history files on equipment and source document files electronically and physically to support all reporting details as applicable
Coordinates with co-workers to assure accurate and proper tracking of work orders and reconciles deviations