Service Writer II

Cox Communications•Orlando, FL

5d•Onsite

About The Position

Cox Fleet is a nationwide provider of mobile fleet maintenance and repair services for light-, medium-, and heavy-duty trucks and trailers. Its service centers also provide accident repair, painting, refurbishment, and heavy mechanical repair, supported by a 24/7 call center. The Service Writer II helps customers arrange vehicle repairs and maintenance, prepares cost estimates and timelines, and coordinates repair orders from their creation until the vehicle is in the repair technician’s control. The role communicates with customers about repair status, approvals, purchase orders, and billing; assigns work to technicians; and works with technicians, sales staff, customers, vendors, and company partners to provide quality service and find effective repair solutions. The position requires accurate documentation, attention to safety and service standards, and the ability to manage multiple tasks.

Requirements

Bilingual in Spanish.
High school diploma or GED and 3 years of experience in a related field; alternatively, a degree or certification beyond high school 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, Reynolds, RO Writer, or similar programs.
Strong computer skills, including 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 (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 ability to balance a variety of tasks.
Must pass a pre-employment drug test. The employer does not currently test for marijuana, but prohibits use or possession of drugs illegal under federal or state law during work hours, on company property, or in company vehicles.
Must be 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 reflect customer expectations for cost, quality, and lead time.
Communicate with customers by email, fax, or phone to provide repair-status updates, obtain repair approvals and purchase order numbers, and discuss billing items.
Review repair orders for accuracy and ensure symptoms, problems, causes, and technician-reported repairs and services are properly documented.
Enter repair orders into the service database system.
Manage repair transactions from origination until the customer vehicle 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 effective vehicle repair and maintenance solutions.
Document and record each customer vehicle repair accurately and promptly in internal and external systems.
Build and maintain 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.
Bereavement leave.
Time off to vote.
Jury duty leave.
Volunteer time off.
Military leave.
Parental leave.
Potential health care insurance, including medical, dental, and vision coverage.
Potential 401(k) retirement planning.
Potential sick leave and flexible vacation or wellness days.