Service-Writer

Ascendance Truck Centers•Erie, PA

11d

About The Position

Ascendance Truck Centers is seeking a motivated, full-time Service Writer for its fast-paced service department. The Service Writer directs service personnel, delegates assignments according to business needs, and answers questions about current and upcoming jobs. The role manages incoming work and customer communication, coordinating continually with internal departments. The successful candidate has strong communication and customer service skills and relevant service-writing experience. This role includes receiving and documenting vehicle repair and maintenance needs; coordinating estimates, approvals, payments, repair progress, and customer updates; and explaining completed work and charges. The Service Writer also ensures vehicles, keys, and repair orders are handled appropriately and stays current on warranty policies and product changes.

Requirements

At least one year of experience as a Service Writer.
High school diploma or GED.
Additional training in heavy-duty trucks.
Ability to listen, communicate effectively, and resolve conflict with customers, employees, and co-workers.
Ability to develop written estimates, quote bids, and schedule jobs.
Ability to read instructions, work orders, and specifications.
Excellent verbal and written communication skills.
Ability to operate a personal computer and business applications.
Strong problem-solving skills.
Goal-oriented and results-focused.
A combination of education, training, or experience that provides the required knowledge, skills, and abilities may be considered.

Responsibilities

Manage the receipt and flow of incoming work and communicate with customers and internal departments.
Greet customers promptly and courteously, and obtain the vehicle and customer information needed for repairs, customer contact, and invoicing.
Accurately and clearly document vehicle issues, customer concerns, and maintenance requirements.
Obtain the customer's signature on the repair order and provide a copy to the customer.
Understand, communicate, and evaluate vendor and International Warranty guidelines, approval processes, and policies during write-up and repair.
Establish the customer's payment method and identify purchase-order and estimate requirements at write-up, as needed.
Check repair progress and contact customers with status changes or updated promise times when required.
Ensure vehicles are parked in assigned areas, trucks are locked, and keys are tagged and stored properly.
Explain completed work and charges to customers.
Keep current on warranty policies and product changes.
Provide direction to service personnel, delegate assignments based on business needs, and answer questions about present and future jobs.