Service Writer

Hunter Truck•Village of Colonie, NY

17d•$22 - $32•Onsite

About The Position

The Service Writer’s primary function is to write up repair orders in a timely and efficient manner. The role serves service customers by gathering information about vehicle problems, recommending needed work, estimating repair costs, communicating repair timelines and delays, and obtaining authorization for work beyond the original scope. The Service Writer conveys customer concerns and repair information to technicians, reviews completed work, explains repairs and financial responsibilities to customers, and schedules future appointments as appropriate. The position also handles warranty-related documentation and processes, including confirming warrantability, entering warranty repair orders and parts-return information into the Warranty Management Database System, and following manufacturer warranty and policy procedures. Additional duties include handling payments and customer complaints, maintaining repair-order records, providing clerical assistance, attending requested training, and supporting a neat, safe, and professional work area. This is a full-time position in Albany, New York, scheduled Monday through Friday from 9:30 AM to 6:00 PM. Pay is $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 add, subtract, multiply, and divide using whole numbers, common fractions, and decimals, and compute rates, ratios, and percentages.
Ability to follow detailed but uncomplicated written or oral instructions and address problems involving a few variables in standardized situations.
Valid driver’s license and ability to meet company insurability standards.
Ability to perform the essential duties satisfactorily, with reasonable accommodations available for individuals with disabilities.

Responsibilities

Greet service customers, sell needed work, write repair orders, and estimate repair costs.
Answer service department telephone inquiries.
Listen to customers describe vehicle problems to determine possible solutions and work procedures.
Advise customers of expected shop time and promptly inform them of delays.
Obtain customer authorization before beginning work beyond the original scope.
Open and close repair orders to communicate customer complaints to technicians.
Provide verbal instructions to technicians when applicable and provide clear information about vehicle operation.
Review repairs and explain the work performed to customers in detail.
Schedule future appointments when requested and when technician capacity allows.
Ensure customers understand their financial responsibility for repair orders.
Maintain satisfactory customer relations and handle complaints courteously, fairly, and with integrity; refer matters to appropriate individuals when necessary.
Administer warranty and policy adjustments in the best interests of the customer, dealership, and OEM, and maintain knowledge of manufacturers’ warranty offerings.
Provide documented proof of warrantable repairs using available tools.
Enter warranty repair orders into the Warranty Management Database System according to policy before sending them to Warranty Central.
Edit repair-order descriptions into short, legible explanations customers can understand.
Provide additional claim information when needed before sending claims 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 Management Database System.
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 another appropriate person.
Provide clerical assistance to the parts and service departments, including making phone calls and filing.
Assist other Service staff when needed and 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 new products and services, their features and value, and price changes.
Maintain a professional appearance and keep the work area neat and clean.
Follow and promote workplace health and safety policies.