Service Writer

Agri-Service LLC•Moses Lake, WA

6d•$16 - $29•Onsite

About The Position

This role is responsible for assisting the service department manager/foreman in maintaining an efficient department with a high degree of customer satisfaction. The Service Writer will handle the opening and closing of customer-paid and internal repair orders, including proofreading with a high degree of accuracy. They will also assist with all phases of warranty work orders, ensuring proper procedures for handling warranty items, tagging, and storage. The position involves estimating costs and completion times at the point of sale, reviewing work in progress for quality and timeliness, and becoming proficient with the service department's computer system. Additionally, the Service Writer will collaborate with parts employees to secure parts for technicians, help distribute work, verify timecards, greet customers, manage telephone calls, and occasionally reach out to customers regarding service needs. This role also includes assisting with payment collection, notifying customers of changes or delays, managing customer complaints, and maintaining good working relationships with staff and other departments, all while working within and promoting the corporate vision, mission, and values.

Requirements

Proof of high school diploma or General Education Degree (GED).
Valid driver's license and acceptable driving record required.
Must be able to communicate in English (speak, read, comprehend).
Competent in using computer and programs such as Work, Excel, and Outlook.
Prior administrative experience required.
Knowledge and use of Microsoft computer products or other comparable systems required.
Proven skills in written and verbal communications, leadership and interpersonal relationship building.
Proven customer service and conflict resolution skills.
Organized with strong planning, time management and efficiency in work completion.
Ability to set and manage priorities.
Strong attention to detail and accuracy.
Must be a self-starter and able to work without supervision.

Nice To Haves

Knowledge of service work, dealership and/or agriculture desired but not required.

Responsibilities

Promote the Safety Culture of Agri-Service.
Attend all safety training both in person and virtual.
Advocate and exemplify safety and safe working habits using proper safety equipment.
Follow company safety policies and procedures on the jobsite, promotes safe behavior with our customers.
Maintains a clean office environment.
Ensures Service vehicles/industrial vehicles/cranes are inspected as required.
Ensures equipment under repair is in a zero-energy state before servicing (Lock out Tag Out).
Handles chemicals in accordance with the Safety Data Sheet (SDS).
Assists in Job Hazard Analysis (JHA) of location and equipment, looks to eliminate or reduce potential hazards.
Identifies potential safety concerns on all makes and types of equipment through walk around inspections and makes corrections as needed.
Communicates with Safety Liaison to identify and address safety concerns.
Assist service department manager/foreman in maintaining an efficient department with a high degree of customer satisfaction.
Open and close all customer paid and internal repair orders including proofreading with a high degree of accuracy.
Open and assist with all phases of warranty work orders including proofreading with a high degree of accuracy.
Follow procedures for quick and efficient handling of warranty items, including tagging and proper storage of warrantable materials.
When necessary, estimate costs and completion times at point of sale and clearly communicate them to the customer.
Review work in progress to ensure quality and timeliness.
Become familiar and efficient with all phases of the computer system for the operation of the service department.
Work with parts employees to secure parts for the technicians in the field.
Help distribute work to the technicians and verify timecards.
Greet customers immediately in a courteous and friendly manner.
Manage telephone calls quickly and courteously.
Occasionally reach out to customers by phone to see if they have service needs.
As needed, assist with collection of payments.
Notify customers of any changes, delays, or additional work needed.
Manage customer complaints reasonably and with a positive attitude.
Maintains good working relationships with staff and other departments.
Works within and promotes corporate vision, mission, and values of the organization.
Performs other duties as assigned.