Service Advisor/Writer

L. W. Tank Repair Inc.•Uxbridge, MA

6d•Onsite

About The Position

We’re looking for a Service Advisor/Writer to join our team and be the trusted link between our customers and our service department. As a Service Advisor, you will be the primary point of contact for customers during their vehicle service experience. You’ll guide them through the repair process, from scheduling and service updates to final delivery, ensuring transparency, trust, and satisfaction every step of the way. This is an excellent opportunity to join a team that values integrity, efficiency, and top-tier customer care. If you're ready to contribute to a high-performance service department, apply today.

Requirements

5+ years of experience in vehicle service and repair
Strong understanding of vehicle maintenance and repair procedures
Excellent communication and conflict-resolution skills
Exceptional organizational and time management abilities
Proficiency in Microsoft Outlook, Word, and Excel
Experience with service management software

Nice To Haves

experience with cargo tank trucks or tank trailers is a plus
Karmak preferred but not required

Responsibilities

Manage incoming calls, screen service inquiries, and route them to the appropriate department (accounting, parts, or sales).
Accurately document customer concerns, service needs, and expectations by gathering customer information, detailed unit information and photos (e.g., mileage, data tag) via phone or upon vehicle arrival.
Follow up on any missing customer documents and input information into our software.
Coordinate with the Service and Shop Manager to schedule service appointments.
Prepare and print repair orders (ROs) based on customer concerns and known issues.
Generate, print and complete all required forms (e.g., degas tags, test inspection forms, 90-day PMs) with complete headers.
Collaborate with Service and Parts Managers to prepare accurate service estimates and ensure accuracy between ROs / quotes.
Review and update repair orders to reflect additional scope or changes based on vehicle inspections.
Communicate and obtain customer approval for any additional repairs or modifications.
Track all estimates using the estimate/quote log and monitor their status.
Maintain the repair order (RO) rack and associated schedules to ensure workflow accuracy and shop organization.
Monitor book hours and compare estimated vs. actual hours worked, communicating updates to the Service Manager.
Maintain accurate records of all customer interactions and services performed.
Follow up with customers to ensure satisfaction and promptly address any concerns.
Perform additional responsibilities as required to support the service team.