Auto Dealership Service Writer

PLS•Indianapolis, IN

23h•Onsite

About The Position

The Service Writer coordinates customer and internal service repair activities for a high-volume Buy Here Pay Here dealership service department. The role serves as the primary communication link between customers, technicians, collections, sales, and management to support timely vehicle repairs, accurate repair orders, and exceptional customer service. The position handles customer service and appointment scheduling, repair order management, technician coordination, dealership portfolio support, parts and vendor coordination, and administrative functions. The successful Service Writer is expected to maintain customer satisfaction, support efficient technician workflow, minimize vehicle downtime, achieve repair order accuracy above 95%, and support shop productivity and labor sales goals.

Requirements

High school diploma or GED.
Strong computer skills and dealership management software proficiency.
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational and time-management skills.
Able to stand and walk for several hours a day.
Able to work outdoors in all weather conditions when necessary.
Able to lift up to 25 pounds.

Nice To Haves

Two years of automotive service advising or service writing experience is preferred.
Experience in a Buy Here Pay Here dealership environment.
Knowledge of automotive repair terminology and diagnostic procedures.
Experience with inventory reconditioning processes.
Familiarity with service scheduling and dispatching technicians.
Understanding of warranty administration and parts ordering.

Responsibilities

Greet service customers professionally and obtain accurate descriptions of vehicle concerns.
Schedule maintenance and repair appointments.
Explain repair recommendations, costs, and timelines to customers.
Provide timely updates on repair status, estimated completion times, and changes to recommended services.
Resolve customer concerns and escalate issues when necessary.
Open, update, and close repair orders accurately, documenting labor operations, parts, completed services, and supporting records.
Verify customer information and vehicle history.
Obtain customer approval before performing additional repairs.
Assign and dispatch repair work to technicians according to skill level, workload, and service priorities.
Monitor repair progress and coordinate with technicians to complete scheduled services promptly.
Communicate diagnostic findings between technicians and customers.
Coordinate with the Dealership Manager to obtain repair approvals under company procedures.
Assist customers with warranty and payment questions.
Schedule reconditioning and mechanical inspections for inventory vehicles.
Prioritize safety-related repairs to support vehicle reliability, minimize downtime, and address customer needs.
Work with parts suppliers to obtain pricing and availability.
Coordinate parts ordering, track delivery timelines, and communicate with outside vendors.
Verify that received parts match repair order requirements.
Maintain accurate vehicle service records.
Process warranty and goodwill repair documentation.
Generate service reports as requested by management.
Ensure compliance with dealership policies and state regulations.
Perform other duties as assigned.