Service Writer II

Cox Automotive•Orlando, FL

About The Position

Cox Fleet is hiring a Shop Service Writer to support the company’s growth. Cox Fleet provides mobile on-site maintenance and repair services for light-, medium-, and heavy-duty trucks and trailers, along with services through its nationwide service centers. The Service Writer supports customers and shop operations by coordinating vehicle repair and maintenance transactions, from the initial request through the technician’s custody of the vehicle. The role works closely with customers, technicians, sales staff, vendors, and company partners to help deliver effective customer service and repair solutions.

Requirements

Bilingual in Spanish.
High school diploma or GED and three years of experience in a related field; alternatively, a degree or certification beyond a high school diploma/GED in a related discipline, or five 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 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 take initiative.
Positive attitude, good instincts, and self-motivation.
Excellent organizational skills and ability to balance a variety of tasks.

Responsibilities

Answer phones and assist service customers with vehicle repair and maintenance needs, including 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 and 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 repair transactions from origination until the customer’s 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 repair and maintenance solutions.
Document and record each customer vehicle repair accurately and promptly in internal and external company systems.
Build and foster effective working relationships with customers, vendors, and company partners.
Maintain quality service by establishing and enforcing organizational standards and safety policies.