Service Writer II

Cox Fleet•Orlando, FL

About The Position

Cox Fleet is hiring a Shop Service Writer to support the company’s growth. Cox Fleet provides on-site mobile maintenance and repair services for light-, medium-, and heavy-duty trucks and trailers, as well as services through more than 20 nationwide service centers. The company also provides accident repair, painting, refurbishment, heavy mechanical repair, scheduled maintenance, and unscheduled fleet services. The Service Writer supports customers throughout the vehicle repair and maintenance process, from answering inquiries and preparing estimates to documenting repair orders, obtaining approvals, coordinating shop work, and communicating repair updates. The role works closely with customers, technicians, sales staff, vendors, and company partners to provide customer service, control costs, and identify appropriate repair and maintenance solutions.

Requirements

Bilingual in Spanish.
High school diploma or GED and 3 years of experience in a related field; alternatively, a degree or certification beyond a high school diploma/GED in a related discipline, or 5 years of experience in a related field.
Strong verbal and written communication and listening skills for interacting with customers, employees, and vendors.
Familiarity with Karmak, ADP, Reynold, RO Writer, or similar programs.
Strong computer skills, including the Windows Office suite, and the ability to learn new platforms such as DFS IT Systems, Web Wrench, MobileFrame, and RO Writer.
General understanding of Department of Transportation (DOT), federal, state, and local regulations affecting vehicle maintenance operations.
Demonstrated ability to multitask and show initiative.
Positive attitude, good instincts, and self-motivation.
Excellent organizational skills and the ability to balance a variety of tasks.

Responsibilities

Answer phones and help service customers with vehicle repair and maintenance needs, including providing cost estimates and timelines.
Create estimates that address varying customer expectations for cost, quality, and lead time.
Communicate with customers by email, fax, or phone to provide repair-status updates, obtain estimate approvals, retrieve purchase order numbers, and discuss billing items.
Review repair orders for accuracy and ensure they describe symptoms, problems, causes, and the repairs and services performed, based on information submitted by technicians.
Enter repair orders into the service database system.
Manage the transaction lifecycle from origination until the customer’s unit is in the repair technician’s control or custody.
Obtain customer approval for all repairs and services performed.
Dispatch and assign shop work to technicians.
Work with technicians, sales staff, and customers to provide excellent customer service, minimize costs, and identify suitable vehicle repair and maintenance solutions.
Document and enter timely, accurate notes in internal and external systems for each customer vehicle repair.
Build and maintain good working relationships with customers, vendors, and company partners.
Maintain quality service by establishing and enforcing organizational standards and safety policies.