Service Writer II

Cox Enterprises • Orlando, FL

6d • $29 - $44 • Onsite

About The Position

Cox Fleet is a nationwide fleet maintenance provider offering mobile on-site maintenance and repair for light-, medium-, and heavy-duty trucks and trailers, as well as service-center repairs, painting, refurbishment, and heavy mechanical repair. The Service Writer II supports customers arranging vehicle repairs and maintenance, coordinating work between customers, technicians, sales staff, vendors, and company partners.

The role handles customer communications, cost estimates, repair approvals, repair-order documentation, and work dispatch. It manages service transactions from their origination until the customer vehicle is in the repair technician’s custody, while maintaining accurate records and supporting quality service and safety standards. The position is based at a specified Cox location, with no remote-work option, and has a variable work shift.

Requirements

• Bilingual in Spanish.
• High school diploma or GED and 3 years of experience in a related field; alternatively, a different combination such as a degree or certification beyond high school in a related discipline, or 5 years of related experience.
• 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 ability to learn new platforms such as DFS IT Systems, Web Wrench, MobileFrame, and RO Writer.
• General understanding of Department of Transportation, federal, state, and local regulations affecting vehicle maintenance operations.
• Demonstrated ability to multitask and take initiative.
• Positive attitude, good instincts, and self-motivation.
• Excellent organizational skills and ability to balance a variety of tasks.
• Must pass a pre-employment drug test. The employer does not currently test for marijuana before employment in this position; workplace rules prohibit possession, use, or being under the influence of drugs illegal under federal or state law during work hours, on company property, or in company vehicles.
• Must be currently authorized to work in the United States for any employer without current or future sponsorship; OPT, CPT, STEM/OPT, and visa sponsorship are not available.

Responsibilities

• Answer phones and assist service customers with vehicle repair and maintenance needs, including providing cost estimates and timelines.
• Create estimates that meet 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 symptoms, problems, causes, repairs, and services are properly documented based on technician submissions.
• Enter repair orders into the service database system.
• Manage service transactions from origination until the customer 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 service, minimize costs, and identify appropriate vehicle repair and maintenance solutions.
• Maintain timely and accurate documentation and notes in internal and external systems for each customer vehicle repair.
• Build and foster good working relationships with customers, vendors, and company partners.
• Maintain quality service by establishing and enforcing organizational standards and safety policies.

Benefits

• At least 6.67 hours of paid time off per month.
• Seven paid holidays per calendar year.
• Additional paid time off for bereavement, voting, jury duty, volunteer time, military leave, and parental leave.
• Benefits may include medical, dental, and vision insurance.
• Retirement planning through a 401(k).
• Paid days off may include sick leave, parental leave, flexible vacation/wellness days, and/or PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED