Service Writer / Advisor

Jetstream of Houston•City of Albany, NY

4d•$45,000 - $60,000•Onsite

About The Position

The Service Writer serves as the main point of contact between customers and the service department, ensuring customer needs are accurately identified and translated into detailed work orders. They coordinate with technicians, parts, rentals, and sales teams to manage repairs efficiently, maintain strong customer satisfaction, and support profitable service operations through effective communication, technical knowledge, and workflow management.

Requirements

3+ years’ experience in a related administrative/customer service position
Experience preparing quotes and opening/closing work orders
Experience with MS Office suite and other dealership/customer work order system
Passion for customer service
Ability to organize, multitask and plan work efficiently
Positive and collaborative attitude
Strong communicator
High School Diploma, GED or equivalent
Valid driver’s license and satisfactory driver’s abstract required for operational responsibilities
Completion of a job-related background check in accordance with applicable laws

Nice To Haves

Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset

Responsibilities

Serve as the primary point of contact for customers, providing professional service in person, by phone, and via email.
Document customer concerns and service requirements accurately to ensure efficient repair processing.
Prepare service estimates, coordinate approvals, and communicate repair timelines with customers and internal stakeholders.
Create, maintain, and close work orders while ensuring accuracy of labor, parts, and billing information.
Schedule service appointments and assist in managing shop workflow and capacity.
Monitor repair progress, collaborate with technicians, and provide timely updates on equipment status, parts availability, and repair delays.
Verify warranty coverage and process warranty documentation in accordance with company and manufacturer requirements.
Coordinate external vendor services, purchase orders, and other administrative activities supporting shop operations.
Partner with accounting and internal departments to ensure proper repair authorization, invoicing, and customer account management.
Build strong customer relationships by resolving concerns, maintaining open communication, and delivering a high level of customer satisfaction.