Service Writer | Pensacola, FL

Empire Truck Sales•Ensley, FL

1d•Onsite

About The Position

Empire Truck Sales is seeking a highly organized and customer-focused Service Writer (Service Advisor) to serve as the primary point of contact between our customers and service department. This role is ideal for someone who excels at communication, administrative coordination, problem-solving, and managing a high volume of inbound and outbound phone calls. As one of the largest Freightliner and Western Star dealerships in the Southeast, Empire Truck Sales offers long-term career opportunities, industry-leading training, competitive benefits, and a team environment where your contributions are valued and recognized.

Requirements

Exceptional customer service skills with a genuine desire to help customers and resolve issues professionally.
Experience in a customer-facing, administrative, office support, service coordination, call center, dispatching, or similar role.
Ability to manage a high volume of inbound and outbound phone calls while maintaining professionalism and accuracy.
Strong verbal and written communication skills.
Excellent organizational skills and attention to detail.
Ability to multitask, prioritize responsibilities, and perform effectively in a demanding environment.
Strong computer proficiency, including Microsoft Office (Word, Excel, and Outlook).
Accurate data entry and recordkeeping skills.
Ability to work effectively with customers, technicians, parts personnel, and management.
Professional attitude with strong problem-solving and conflict resolution abilities.
Valid driver's license and a clean driving record.

Nice To Haves

Two or more years of experience as a Service Clerk, Service Writer, Service Advisor, Parts Advisor, Service Coordinator, Warranty Clerk, Dealer Customer Service Representative, or similar role.
Experience in a commercial truck, diesel, automotive, equipment, transportation, or dealership environment.
Knowledge of repair order processes, warranty administration, and service scheduling.
Familiarity with heavy trucks, diesel, automotive, or equipment terminology.
Experience reviewing estimates, obtaining approvals, and identifying additional service opportunities.
Warranty processing or dealership management system experience.

Responsibilities

Serve as the first point of contact for customers seeking service and repair assistance.
Handle a high volume of inbound and outbound phone calls while delivering exceptional customer service.
Build strong customer relationships through professional, friendly, and timely communication.
Open, maintain, and close repair orders accurately and efficiently.
Communicate repair status, estimates, timelines, and recommendations to customers.
Coordinate with technicians, parts personnel, and management to keep repairs moving efficiently.
Obtain customer approvals and ensure all required documentation is completed.
Schedule service appointments and help manage workflow priorities.
Maintain accurate records and data within dealership software systems.
Assist with daily service department operations and administrative tasks.
Resolve customer concerns professionally while maintaining a positive customer experience.
Help create a service experience that drives customer satisfaction, loyalty, and repeat business.