Service Writer / Rental Agent (base + incentive)

Gabrielli Truck Sales•Albany, NY

3d•Onsite

About The Position

Gabrielli Truck Sales is looking to hire a Service Writer / Rental Agent! This position combines service-writing responsibilities with rental coordination and requires excellent communication, organization, customer service, and attention to detail. The Service Writer / Rental Agent will coordinate customer service needs from initial contact through completion, communicate repair and maintenance requirements to technicians, provide customers with updates and estimates, and assist customers with selecting and securing appropriate rental vehicles.

Requirements

High school diploma or equivalent required.
2+ years of experience in automotive or truck service, rental operations, fleet management, dealership operations, or a related customer-service environment preferred.
Previous Service Advisor/Service Writer or truck rental experience strongly preferred.
Knowledge of commercial trucks and basic mechanical terminology preferred.
Strong customer service and communication skills.
Excellent organizational and time-management abilities.
Ability to prioritize multiple customer and service requirements in a fast-paced environment.
Strong attention to detail and accuracy with paperwork and computer systems.
Comfortable communicating repair recommendations and costs to customers.
Proficiency with Microsoft Office and general computer applications.
Ability to work effectively with technicians, parts personnel, management, and customers.
Ability to sit, stand, walk, and move throughout the dealership/service and rental areas.
Ability to inspect trucks and rental vehicles, including walking around vehicles and entering/exiting truck cabs.
Ability to occasionally lift or move items weighing up to approximately 50 pounds.
Must be able to work in an environment that may include exposure to noise, dirt, weather conditions, and vehicle exhaust.

Nice To Haves

Commercial truck knowledge preferred.

Responsibilities

Greet customers and provide professional, courteous service throughout the repair process.
Act as the primary liaison between customers, technicians, parts personnel, and management.
Open, update, and close repair orders accurately and in a timely manner.
Write clear and accurate repair orders based on customer concerns and technician recommendations.
Coordinate vehicle inspections, preventive maintenance, repairs, and warranty work.
Communicate estimated repair costs, required repairs, and expected completion times to customers.
Obtain customer authorization for repairs and document approvals appropriately.
Monitor repair progress and provide customers with regular status updates.
Review completed repair orders for accuracy, including labor, parts, sublet work, and other charges.
Coordinate with technicians and the Parts Department to ensure timely completion of repairs.
Assist with scheduling customer vehicles for service and maintenance.
Identify additional maintenance or repair opportunities and communicate recommendations to customers.
Handle customer questions, concerns, and complaints professionally and escalate issues when appropriate.
Ensure customer vehicles are properly documented when received and released.
Maintain accurate records and follow all company policies and procedures.
Assist customers with truck rental needs and determine the appropriate vehicle based on their requirements.
Explain rental options, rates, terms, policies, and customer responsibilities.
Process rental agreements and required customer documentation accurately.
Coordinate vehicle availability, reservations, check-outs, extensions, and returns.
Inspect rental vehicles with customers before and after rental periods and document vehicle condition.
Coordinate vehicle cleaning, fueling, maintenance, and preparation between rentals.
Track rental fleet availability and communicate vehicle status to the appropriate personnel.
Coordinate with the Service Department regarding rental vehicle maintenance and repairs.
Assist customers with vehicle exchanges, extensions, and other rental-related needs.
Ensure rental vehicles are properly prepared and available for scheduled customers.
Maintain accurate rental records and paperwork.
Communicate any damage, maintenance concerns, or other issues identified during vehicle inspections.
Support efforts to maximize rental fleet utilization while maintaining excellent customer service.
Develop positive, professional relationships with customers and fleet accounts.
Provide prompt and accurate communication by phone, email, and in person.
Follow up with customers after service or rental transactions when appropriate.
Identify opportunities to recommend additional services, maintenance, or rental solutions.
Promote Gabrielli Truck Leasing & Rental's service and rental offerings.
Work to maintain high customer satisfaction and encourage repeat business.