Service Writer or Customer Service Specialist – Service Department

Oakboro Tractor and Equipment • Oakboro, NC

51d • $15 - $25

About The Position

You are the face and voice of the Carthage service department. This is a 100% customer-facing role that owns the entire service experience from the moment a customer walks in or calls, through intake, updates, approval, delivery, and payment. No wrench turning — all people, process, and precision.

Requirements

• Minimum 3 years customer-facing service writer/advisor experience (equipment, automotive, powersports, or heavy truck preferred)
• Proven ability to translate customer requests into precise technical descriptions
• Exceptional listening skills and emotional intelligence under pressure
• Strong computer proficiency — comfortable learning new DMS/CRM systems (we currently use ASPEN)
• Excellent written and verbal communication — grammar, tone, and clarity matter
• Ability to stand/walk for extended periods and occasionally assist with moving smaller equipment
• Valid driver’s license and clean driving record

Nice To Haves

• Previous experience as a Service Writer in an equipment dealership
• Familiarity with Bobcat, Grasshopper, Husqvarna, STIHL, or ECHO products
• Experience with warranty administration and manufacturer portals
• Bilingual (English/Spanish) a plus in the Carthage market

Responsibilities

• Greet every service customer in person or on the phone within 10 seconds
• Perform thorough equipment intake: listen to customer concern, inspect unit, take photos, document symptoms in our Dealer Management Software
• Write clear, detailed repair orders that technicians actually want to work from
• Research service history, warranty coverage, recalls, and open campaigns
• Provide accurate estimates, obtain customer approvals, and manage change orders in coordination with the service manager
• Deliver proactive status updates via phone/text (morning, noon, and end-of-day as needed)
• Coordinate with service manager/parts department for expedited parts ordering
• Present completed repair orders, explain work performed, collect payment, and process warranty/labor claims
• Follow up 48 hours after pickup to ensure total satisfaction and solicit customer feedback and Google reviews
• Maintain a clean, professional service drive and customer lounge

Benefits

• Competitive salary
• Employee discounts
• Opportunity for advancement
• Paid time off
• Training & development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed