Service Writer / Advisor

Joe Johnson Equipment USA•Albany, NY

1d•$45,000 - $55,000

About The Position

The Service Writer/Advisor will be focused on providing administrative and process support to the Service department, liaising with internal and external customers and ensuring the department runs efficiently on a day-to-day basis.

Requirements

High School Diploma, GED or equivalent
Valid driver’s license with a clean driver’s abstract
Must be able to pass a pre-employment background check
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

Nice To Haves

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

Responsibilities

Manage customer relations for the service department by receiving phone calls and emails and responding in a timely manner
Open and close work orders in alignment with internal procedures
Prepare service quotes
Edit and update all work orders to ensure accurate capture of all billable items
Provide unit history to the service department for incoming repairs
Assist with shop scheduling to ensure optimal efficiency and customer service
Conduct shop walkthroughs with Service Manager to capture real time status updates
Prepare and submit bi-weekly payroll reports
Work with the accounting department to ensure customer accounts are in good standing
Ensure on-time billing for all customers
Maintain service files and ensure all documentation is in compliance
Process warranty claims
Resolve and/or escalate customer concerns and maintain positive customer relations
Collaborate with parts department to ensure timely processes
Completed additional tasks as required