Service Writer

City of Charleston

26d•$58,305 - $62,400

About The Position

This role serves as the primary liaison between customers and Fleet Services. This role is responsible for greeting customers, understanding their vehicle concerns, and accurately documenting repair orders. The Service Writer communicates repair recommendations, manages work orders, and coordinates with technicians to ensure timely and efficient service. The Service Writer provides exceptional customer service, maintains accurate records, and helps drive customer satisfaction through clear communication and professionalism. This role may assist the mechanics with their duties when required.

Requirements

Associate's degree (AA/AS) or equivalent and 3 three years of related experience and/or training, including experience working on heavy duty machinery and vehicles and customer service experience; or an equivalent combination of education and experience.
Light duty and heavy-duty experience including hydraulic systems required.
A strong understanding of vehicle systems and parts required.
Class B CDL required.
Thorough knowledge of Microsoft Office or similar software.

Responsibilities

Serves as the first point of contact for customers, address their concerns, and provide updates on service or repairs.
Creates detailed work orders, record customer and vehicle information, and ensure accurate documentation for the service process.
Manage work order process from start to finish.
Maintains accurate records of services performed and manage the administrative tasks associated with the service process.
Communicates with service customers to determine the nature of the mechanical problem.
Diagnose issues and determine necessary repairs.
Obtains customer and vehicle data.
Test-drives the vehicle with the customer if there is any question as to the nature of the problem.
Communicates customers’ needs to mechanics, collects feedback on repairs, and ensures they have the necessary parts and information.
Identify additional service work required.
Indicate on work order the exact repair instructions, making a special note of the main reason the customer brought the vehicle in. repair orders must be legible.
Identify on work order if repairs need special handling such as a special problem, repeat repair or rush order.
Follow up on progress of each work order and keep customers informed of the repair status, any unexpected findings, and changes Handles telephone inquiries regarding work in process.
Advises the customer of future maintenance or repair needs such as PM’s or yearly inspections. Schedules PM appointments.
Carries out quality checks to ensure that work is completed as requested and to reduce additional repairs.
Stays up to date on technical and performance information on all vehicles serviced.
Assists mechanics with repairs as needed.
Performs other duties as assigned.