Service Writer

North American Truck & Trailer•Rapid City, SD

About The Position

Black Hills Truck & Trailer is hiring a Service Writer to help provide customers with a seamless service experience and coordinate vehicle maintenance and repairs. The role involves assessing customers’ needs, recommending services, preparing estimates and invoices, scheduling and coordinating work with the service team, ordering parts, communicating with technicians, maintaining records, and supporting customer satisfaction. Service Writers may also promote service packages, specials, loyalty programs, and additional recommended maintenance.

Requirements

High school diploma or equivalent.
Proven experience as a Service Writer, Service Advisor, or in a similar customer service role within the automotive industry.
Knowledge of automotive systems, maintenance, and repair terminology.
Strong communication and interpersonal skills.
Excellent customer service orientation and ability to build trust and rapport with customers.
Proficiency with computer software for scheduling, invoicing, and record-keeping.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Problem-solving skills and attention to detail.
Valid driver's license, if required.

Nice To Haves

Additional training in automotive technology or customer service.

Responsibilities

Greet customers and provide a welcoming, professional first impression.
Listen to customer concerns and questions, and document vehicle issues and service needs.
Consult with customers about maintenance and repair requirements and recommend services based on manufacturer guidelines, service schedules, and inspection results.
Explain recommended work, estimated costs, and timelines.
Prepare accurate cost estimates, detailed service orders, and invoices; review final invoices with customers, obtain approval, and process payments.
Schedule appointments based on customer availability and shop capacity, and coordinate with the service team.
Monitor repair progress and update customers about timelines and unexpected delays.
Order parts and materials, maintain organized inventory of commonly used supplies, and monitor deliveries to ensure parts are available for scheduled repairs.
Address customer concerns and complaints professionally and work toward resolution.
Communicate service requests, vehicle histories, and customer preferences to technicians, and ensure accurate documentation of completed services.
Maintain accurate records of customer interactions, service orders, and invoices; update customer profiles and vehicle histories as needed.
Identify opportunities to recommend additional maintenance and promote service packages, specials, and loyalty programs.