Lead Service Writer

Masters Transportation • Kansas City, MO

7h • Onsite

About The Position

The Lead Service Writer serves as the primary liaison between customers and the service department, ensuring that vehicle concerns are accurately assessed, documented, and communicated to technicians. This role oversees the flow of repair orders, schedules service work efficiently, and keeps customers informed throughout the service process. In addition to performing core service writer duties—such as documenting concerns, explaining service recommendations, preparing estimates, and managing work orders—the Lead Service Writer also provides day-to-day guidance to other Service Writers. This includes delegating workload, setting priorities, offering support on complex customer or repair issues, and helping maintain consistent service quality across the team. Through strong leadership, communication, and organizational skills, the Lead Service Writer helps ensure an efficient workflow, a positive customer experience, and a well-coordinated service operation.

Requirements

• High School diploma or GED.
• Proficiency with computer software and hardware.
• 3-5 years of Service Writer experience.
• Able to read and follow written and verbal instructions.
• Customer Service skills
• Technical Skills
• Communication Skills
• Organizational skills
• Detail oriented
• Leadership

Nice To Haves

• Experience in the bus industry is a significant advantage
• Background in automotive technology and repair
• Bachelor’s degree in business, sales, or a related field is a plus

Responsibilities

• Engage with customers to accurately assess and document their service concerns and vehicle needs.
• Explain service options, repair recommendations, and expected timelines while serving as the communication link between customers and technicians.
• Provide accurate estimates for services, repairs, and parts.
• Recommend additional services based on inspection results.
• Create and manage work orders for all service requests.
• Ensure all paperwork associated with warranty and service contracts is complete and accurate.
• Coordinate with technicians to prioritize and schedule service work efficiently.
• Schedule appointments and manage the service calendar to optimize workflow.
• Write detailed Repair Orders (ROs) that clearly capture customer concerns for technicians.
• Keep customers informed about the progress of their service, including status updates and any delays.
• Process payments and maintain accurate records of customer interactions, service orders, and payments.
• Provide day-to-day guidance to other Service Writers.
• Delegate workload to other Service Writers.
• Set priorities for other Service Writers.
• Offer support on complex customer or repair issues to other Service Writers.
• Help maintain consistent service quality across the team.

Benefits

• Generous Paid Leave and 12 Paid Holidays.
• Competitive health insurance, dental, vision, company-paid life insurance, and short/long- term disability benefits.
• 401(k) with company match.
• Flexible Spending and Health Savings Accounts.
• Discounts on travel, entertainment and more.
• Investment in Employee Development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 11-50 employees