Service Writer

LIFT TRUCK CENTER INC • Wichita, KS

2d • Onsite

About The Position

The Service Writer is responsible for demonstrating professionalism, integrity and positively influencing company morale. The Service Writer's responsibilities include creating and maintaining healthy relationships with customers ensuring the customer's needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions. Service Writer responsibilities revolve around the needs of the customer. The Service Writer acts as a liaison between customers, technicians and service salespeople, to provide information pertaining to repairs recommended by technicians and the Service Department. The service writer facilitates quoted transactions between customers and the company working with the Dispatcher giving awareness of approved quotations and communicating those with the appropriate sense of urgency and coordinating with the customer’s schedule. Other general service department duties as directed by the Service Manager.

Requirements

• Knowledge and understanding of invoice/ estimate components (ex: Bill To, Ship To, Sale Price, Sales Tax)
• Strong focus on customer service and communication
• Strong knowledge of Microsoft Office and Internet.
• Basic knowledge of office machines, including copier, fax, and printer.
• Able to communicate effectively as appropriate for the needs of customers or coworkers.
• Able to process work with accuracy and strong attention to detail and follow-up (use of Microsoft Tasks)
• Able to create and work effectively in a team environment and independently.
• Able to complete required documentation and reports in a timely manner to meet deadlines.
• Able to perform multiple tasks simultaneously, organize and prioritize numerous tasks.
• Demonstrates openness to new procedures, technology, and implementation.
• Able to do occasional lifting of up to 25 lbs.
• Employee must be able to stand, bend or crouch as required.
• Employee must maintain valid driver’s license and be able meet the requirements of the Company vehicle insurance carrier.
• High school diploma or GED required.
• Two-year certificate from a college or technical school or at least five years related experience and/or training in the subordinate position.

Responsibilities

• Creating and maintaining healthy relationships with customers ensuring the customer's needs are filled.
• Coordinating transactions between the company and the customer.
• Performing cost and time estimates for those transactions.
• Acting as a liaison between customers, technicians and service salespeople, to provide information pertaining to repairs recommended by technicians and the Service Department.
• Facilitating quoted transactions between customers and the company working with the Dispatcher giving awareness of approved quotations and communicating those with the appropriate sense of urgency and coordinating with the customer’s schedule.
• Maintaining department communication to complete work efficiently and grow parts and labor sales.
• Utilizing Softbase business system for opening service estimates, tracking the status of paperwork and working with Dispatch to schedule repairs.
• Tracking and reporting quotation activity as it is processed.
• Maintaining a clean, orderly, and safe work area and appearance.
• Reviewing quote requests from technicians continually to consistently complete and deliver estimates to customers within two-days of the request.
• Converting estimates to work orders and working with the Dispatcher to schedule repairs.
• Utilizing excellent customer service and communication skills to translate customers' estimates to non-technical descriptions and relate them in a comprehensive and thorough report cost estimate.
• Heightening visibility to customer issues needing attention.
• Assisting Dispatcher and Service Administrator and backing up when needed.
• Assisting with other duties as requested.
• Communicating and maintaining special requirements associated with servicing customers.
• Tracking estimate volume and conversion rate with program provided.
• Performing customer satisfaction follow-up calls and emails.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED