Service Writer I

Cox Fleet•Lancaster, NY

3h•Onsite

About The Position

Cox Fleet is a leading provider of on-site mobile maintenance and repair services nationwide for light, medium, and heavy-duty trucks and trailers. Headquartered in Indianapolis, the company also operates over 20 service centers across the country, offering accident repair, painting, refurbishment, and heavy mechanical repair. Supported by a 24/7 in-house call-center, Cox Fleet provides scheduled and unscheduled maintenance services to fleets anytime, anywhere. The company is currently seeking a Shop Service Writer to support its continued growth at this location.

Requirements

High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years’ experience in a related field
Strong verbal and written communication, along with listening skills to interact with customers, employees, and vendors.
Familiarity with Karmak, ADP, Reynold, RO Writer or similar programs
Strong computer and Windows office suite skillset, and the ability to learn new platforms (such as DFS IT Systems, including Web Wrench, MobileFrame, RO Writer)
General understanding of the Department of Transportation (DOT), federal, state, and local regulations affecting vehicle maintenance operations.
Demonstrated ability to multi-task and apply initiative.
Positive attitude, good instincts, and self-motivation
Excellent organizational skills and the ability to balance a variety of tasks

Responsibilities

Help answer phones and assist service customers with individual needs for vehicle repairs and maintenance services, provide cost estimates, timelines, etc.
Creating estimates in line with varying customer needs and expectations of cost, quality, and lead time.
Communicate with customers via email, fax, or phone to provide updates on vehicle repair status, obtain approvals on repair estimates, retrieve purchase order numbers and/or discuss billing items.
Review repair orders (RO) for accuracy and ensuring proper description of symptoms, problems, and causes are listed, as well as repairs and services performed based on what technicians submit are captured, entering RO into service database system.
Managing the transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
Obtain customers approval for all repairs and services performed.
Dispatching and assigning shop work to technicians
Working closely with technicians, sales staff and customers ensuring DFS is providing excellent customer service, minimizing costs, and identifying the best solutions for repairing and maintaining customer’s vehicles.
Timely and accurate documentation and notation in all DFS internal and external systems regarding each customer vehicle repair
Creating and fostering good working relationships with customers, vendors, and company partners.
Maintaining quality service by establishing and enforcing organization standards and safety policies.