Service Writer

HUNTER TRUCK SALES & SERVICE•Albany, NY

6d•Onsite

About The Position

The Service Writer at Hunter Truck prepares repair orders promptly and efficiently while supporting customers and the service department. The role involves greeting customers, understanding vehicle concerns, recommending and estimating repair work, communicating timelines and delays, obtaining approval for additional repairs, and explaining completed work and financial responsibility. The Service Writer also supports warranty administration, including documenting and processing warranty claims and parts movement, maintaining repair-order records, accepting customer payments, and providing clerical assistance to the parts and service departments. The position is based at 65 Railroad Ave, Albany, NY 12205, and pays $22.00–$32.00 per hour based on experience.

Requirements

High school diploma or GED, or one to three months of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and present information effectively in one-on-one and small-group settings.
Ability to perform basic arithmetic with whole numbers, common fractions, and decimals, and compute rates, ratios, and percentages.
Ability to follow detailed but straightforward written or oral instructions and handle problems involving a few variables in standardized situations.
Valid driver's license and ability to meet company insurability standards.

Responsibilities

Greet service customers, sell needed work, write repair orders, and estimate repair costs.
Answer service department telephone calls and assist customers with inquiries.
Listen to customers describe vehicle problems and determine possible solutions and work procedures.
Advise customers of expected shop time and promptly communicate delays.
Obtain customer authorization before performing work beyond the original scope.
Open and close repair orders, communicate customer complaints to technicians, and provide verbal instructions when applicable.
Review completed repairs and explain the work performed to customers.
Schedule future appointments when requested, provided technician capacity allows.
Ensure customers understand their financial responsibility for repair orders.
Maintain satisfactory customer relations by handling complaints promptly, courteously, and fairly.
Administer warranty and policy adjustments in the interests of the customer, dealership, and OEM, and maintain familiarity with manufacturers’ warranty offerings.
Provide technicians with clear, concise information and document evidence that repairs qualify for warranty coverage using available tools.
Enter warranty repair orders in the Warranty Management Database System before submitting them to Warranty Central.
Edit repair-order descriptions so they are concise, legible, and understandable to customers.
Provide additional claim information when needed to clarify work performed before submission to Warranty Central.
Maintain the open repair-order balance established by management.
Process and report warranty-parts movement as directed, including entering parts-return information in the warranty database.
Understand and ensure compliance with manufacturer warranty and policy procedures.
Refer customers with questions about completed work or additional maintenance and repairs to the service advisor or other appropriate person.
Refer dissatisfied customers to the appropriate individuals for resolution when necessary.
Provide clerical assistance to parts and service departments, including phone calls and filing, and assist other service staff as needed.
Attend training when requested.
Receive and record customer cash, check, and credit-card payments.
Maintain and file repair orders and identify missing documents.
Work with the department manager to stay informed about products, services, features, value, and price changes.
Maintain a professional appearance and keep the work area neat and clean.
Follow and promote workplace health and safety policies.