Service Writer

Floyd's Truck Center•Fort Pierre, 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 utilizing current resources effectively. The Service Writer also ascertains correct part numbers, diagnoses problems, and describes them accurately on repair orders. They work with the service department manager to establish and maintain an effective service department with excellent customer satisfaction, and are available to aid technicians if they encounter difficulties. The position requires producing accurate estimates for repairs, providing cashier transactions when needed, and adhering to procedures for handling warranty items. Proficiency with the computer system for parts and service management is essential, as is the ability to start and finalize repair orders. Dealing with customer complaints empathetically and professionally is key to increasing customer satisfaction and loyalty. The Service Writer must be polite, friendly, greet customers promptly, and conduct telephone transactions courteously. Selling supplementary services and notifying customers of service specials or additional work needed is also part of the role. Promptly notifying customers of any delays, changes, or additional work required is crucial. Special attention should be given to repeat repairs to ensure correction. Commitments made to customers must be realistic and achievable. The Service Writer must complete assigned training for product knowledge, transportation safety, and company policies and procedures.

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 with computer systems for parts and service management.
Ability to diagnose problems accurately.
Ability to produce accurate estimates.
Ability to handle customer complaints empathetically and professionally.
Ability to drive during various seasonal weather conditions, both in daylight and early morning/evening hours.

Nice To Haves

Experience in a Service Writer role.
Knowledge of automotive repair.
Experience with warranty procedures.

Responsibilities

Estimate and sell repairs to customer vehicles.
Communicate with customers regarding repairs and timelines.
Coordinate with technicians and address problems professionally.
Determine costs and completion dates for repairs.
Communicate expected repair times to customers.
Analyze progress to maximize efficiency and maintain high-quality repairs.
Delegate jobs to technicians based on skill level.
Utilize current resources effectively.
Ascertain correct part numbers on repair orders and assist the parts department.
Diagnose problems correctly and describe them accurately on repair orders.
Work with the service department manager to establish and maintain an effective service department with excellent customer satisfaction.
Be available to aid technicians if they have trouble completing service work.
Produce accurate estimates for wreck and internal repairs.
Provide cashier transactions when needed.
Adhere to procedures for timely and proficient dealing with warranty items.
Become familiar and proficient with all phases of the computer system needed for parts and service management.
Start and finalize repair orders for warranty, customer paid, and internal repair.
Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude.
Be polite and friendly and greet customers promptly.
Conduct telephone transactions courteously and quickly.
Provide excellent customer service for all customers, whether external or internal.
Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
Notify customers promptly regarding any delays, changes, or additional work that is required.
Give special attention to repeat repairs as needed to make sure the issue is corrected.
Do not make commitments to customers that cannot be met, or are not likely to be met.
Communicate with customers to keep expectation levels appropriate.
Complete assigned training, as required, for product knowledge, transportation safety, and per company policies and procedures.