Service Writer

Floyd's Truck Center•Rapid City, SD

24d•Onsite

About The Position

Responsible for estimating and selling repairs to customer vehicles and communicating with the customer on a timely basis, working in coordination with the technicians, and addressing problems in a professional manner. This role involves analyzing progress to maximize efficiency and maintain high-quality repairs, delegating jobs to technicians, and ensuring correct part numbers are used. The Service Writer also plays a key role in establishing and maintaining an effective service department with excellent customer satisfaction, producing accurate estimates, and handling cashier transactions. A significant part of the role includes managing warranty items, becoming proficient with the computer system for parts and service management, and handling customer complaints with empathy and a pleasant attitude to foster customer satisfaction and loyalty. The Service Writer is expected to sell supplementary services, notify customers of delays or additional work needed, and give special attention to repeat repairs. They must also avoid making unrealistic commitments and complete assigned training for product knowledge, safety, and company policies.

Requirements

Ability to read and comprehend instructions and information.
Professional personal appearance.
Excellent communication skills.
Ability to meet the company's production and quality standards.
Familiarity and proficiency with all phases of the computer system needed for parts and service management.
Ability to diagnose problems correctly.
Ability to produce accurate estimates.
Ability to handle cashier transactions.
Ability to deal with customer complaints in a sensible manner.
Ability to conduct telephone transactions courteously and quickly.
Ability to sell supplementary services.
Ability to notify customers promptly regarding any delays, changes, or additional work.
Ability to complete assigned training.
Ability to determine management, production, and quality requirements by asking questions and listening.
Ability to maintain a follow-up system that encourages follow-through with assigned projects.
Ability to establish personal performance goals consistent with company standards.
Ability to review and analyze actions to determine how to better utilize time and plans more effectively.
Understanding of business terminology and technology changes in products and services.
Knowledge of federal, state, and local requirements governing the company's business.
Ability to follow lawful directions from supervisors.
Ability to understand and follow work rules and procedures.
Ability to participate in performance management.
Ability to interact well with others and be a positive influence on employee morale.
Ability to uphold the company's non-disclosure and confidentiality policies and agreements.

Nice To Haves

Experience in a Service Writer role.
Experience in the automotive industry.
Knowledge of automotive repair processes.
Experience with customer service.
Experience with parts management.
Experience with warranty procedures.

Responsibilities

Estimating and selling repairs to customer vehicles.
Communicating with the customer on a timely basis.
Working in coordination with the technicians.
Addressing problems in a professional manner.
Determining costs and completion dates for repairs.
Communicating expected repair times to the customer.
Analyzing progress to maximize efficiency and maintain high-quality repairs.
Delegating jobs to technicians as appropriate considering skill level.
Utilizing current resources effectively.
Ascertaining correct part numbers on repair orders prior to the start of a repair job.
Assisting the parts department in pulling and posting appropriate parts.
Diagnosing problems correctly and accurately describing those problems in the repair order.
Working with the service department manager to establish and maintain an effective and proficient service department with excellent customer satisfaction.
Aiding technicians as appropriate if they have trouble completing service work.
Producing accurate estimates for wreck and internal repairs.
Providing cashier transactions when needed.
Adhering to procedures for timely and proficient dealing with warranty items such as correct storage and labeling.
Becoming familiar and proficient with all phases of the computer system needed for parts and service management, developing, and maintaining the skills required.
Starting and finalizing repair orders for warranty, customer-paid, and internal repair.
Dealing with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show commitment to excellent customer service and to increase customer satisfaction and loyalty.
Being polite and friendly and greeting customers promptly.
Conducting telephone transactions courteously and quickly.
Providing excellent customer service for all customers whether external or internal.
Selling supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
Notifying customers promptly regarding any delays, changes, or additional work that is required.
Giving special attention to repeat repairs as needed to make sure the issue is corrected.
Not making commitments to customers that cannot be met, or are not likely to be met.
Communicating with customers to keep expectation levels appropriate.
Completing assigned training, as required, for product knowledge, transportation safety, and per company policies and procedures.
Devoting oneself to ensuring customer satisfaction.
Determining management, production, and quality requirements by asking questions and listening.
Attending company meetings as required.
Maintaining a follow-up system that encourages follow-through with assigned projects.
Establishing personal performance goals that are consistent with company standards of productivity and devising a strategy to meet those goals.
Reviewing and analyzing actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
Understanding the terminology of the business and keeping abreast of technology changes in products and services.
Knowing and understanding the federal, state, and local requirements which govern the company’s business.
Following lawful directions from supervisors.
Understanding and following work rules and procedures.
Participating in performance management.
Interacting well with others and being a positive influence on employee morale.
Upholding the company’s non-disclosure and confidentiality policies and agreements.
Working evening, weekend, and holiday work hours as required.