Service Writer/Parts Counter Representative

Ascendance Truck Centers•Cedar Rapids, IA

About The Position

The Service Writer / Parts Counter Sales Representative is a hybrid role responsible for supporting both the service and parts departments within a truck sales and service operation. This position serves as a primary point of contact for customers, coordinating service repairs, preparing work orders, and assisting with parts identification and sales. This role requires strong customer service skills, mechanical aptitude, and the ability to manage multiple priorities in a fast-paced environment. Key responsibilities include writing and managing repair service orders, communicating with technicians regarding job status and repair needs, providing accurate parts quotes, processing parts sales, and ensuring timely follow-up with customers. The position plays a critical role in maximizing shop efficiency, maintaining accurate documentation, and driving revenue through service and parts sales while delivering a high level of customer satisfaction. The ideal candidate is detail-oriented, organized, and knowledgeable in truck components and repair processes, with the ability to build strong relationships with customers, technicians, and vendors. This role supports overall operational efficiency and contributes directly to customer retention and profitability.

Requirements

Excellent verbal and written communication skills.
Ability to listen, resolve conflicts, and provide outstanding customer service.
Strong problem-solving skills and goal-oriented mindset, deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Proficiency with computers and business applications.
Ability to read and interpret work orders, safety rules, and technical documents.
Basic math skills and ability to compute rates, ratios, and percentages.
Ability to handle multiple tasks and adapt to changing priorities.
Ability to develop written estimates and quote bids and schedule jobs

Responsibilities

Assist retail and shop customers in selecting required parts in a friendly, professional manner.
Inform customers of part requirements, specials, and full product line offerings.
Answer phone calls, provide price quotes, and share product information in a friendly manner.
Pull and fill orders from stock; notify parts manager of out-of-stock items.
Maintain accurate records of repair/parts orders, invoices and special orders and all supporting documents.
Keep counter areas clean and organized; replenish inventory daily.
Process payments, obtain credit authorizations, and ensure proper documentation for all transactions.
Issue credits for returned parts and verify purchase details.
Participate in training programs and stay current on new products and updates.
Support outside sales representatives with order fulfillment.
Write up customer vehicle issues accurately, obtain signatures, and provide copies of repair orders.
Communicate repair progress and status updates to customers.
Ensure proper handling and storage of vehicles and keys.
Explain completed work and charges to customers clearly.
Ensure vehicles are parked in assigned area’s, trucks are locked and keys are tagged and properly stored.
Maintain professional appearance and uphold company standards.
Greet customers in a timely, friendly manner and obtain all specific vehicle / customer information required for proper repairs, contacting customer and invoicing.
This position is responsible for the receipt and flow of all incoming work, communication with customers and constant communication with all other internal departments.
Participates with the parts manager in maintaining a lost sales tracking program
Participates in all training programs that are made available.
Provides high level of service to internal and external customers.