Service Writer

Floyd's Truck Center•Mills, WY

About The Position

The Service Writer estimates and sells repairs for customer vehicles, communicates with customers promptly, and coordinates repair work with technicians. The role includes determining repair costs and completion dates, analyzing work progress, assigning jobs based on technicians’ skills, and helping ensure repairs are efficient and high quality. The Service Writer also supports parts coordination, prepares accurate repair orders and estimates, manages warranty procedures, and assists technicians when needed. The position focuses on excellent customer service: greeting customers, handling calls and cashier transactions courteously, addressing complaints professionally, selling supplementary services, and keeping customers informed about delays, changes, and additional work. The Service Writer works with the service department manager to maintain an effective department and customer satisfaction, completes assigned training, follows company policies and applicable requirements, and supports general company expectations and performance standards.

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.
Ability to perform the physical activities described for the position, including moving throughout the facility, standing, walking, bending, twisting, stooping, kneeling or squatting, and lifting over 50 pounds on an irregular basis.

Responsibilities

Estimate and sell repairs for customer vehicles, including determining costs and completion dates and communicating expected repair times.
Analyze repair progress to maximize efficiency and maintain high-quality repairs.
Delegate jobs to technicians based on their skill levels and provide assistance when technicians have difficulty completing service work.
Use available resources effectively and coordinate with the parts department to verify part numbers and pull and post appropriate parts before repairs begin.
Diagnose problems correctly and accurately describe them on repair orders.
Work with the service department manager to establish and maintain an effective, proficient service department with excellent customer satisfaction.
Produce accurate estimates for collision and internal repairs.
Provide cashier transactions when needed.
Follow procedures for timely and proficient handling of warranty items, including correct storage and labeling.
Become proficient with the computer system used for parts and service management.
Start and finalize repair orders for warranty, customer-paid, and internal repairs.
Handle customer complaints sensibly, showing empathy and a pleasant attitude.
Greet customers promptly and communicate by telephone courteously and quickly.
Provide excellent service to external and internal customers.
Sell supplementary services by informing customers of service specials and additional work needed on their vehicles.
Notify customers promptly about delays, changes, or required additional work, and keep expectations appropriate without making commitments that cannot likely be met.
Give repeat repairs special attention to ensure the issue is corrected.
Complete assigned training for product knowledge, transportation safety, and company policies and procedures.
Attend company meetings as required and maintain a follow-up system for assigned projects.
Set personal performance goals consistent with company productivity standards and develop strategies to meet them.
Review and analyze work at the end of each day, week, month, and year to improve use of time and planning.
Stay current with business terminology and technology changes in products and services.
Understand and follow applicable federal, state, and local requirements, lawful supervisor directions, work rules, and procedures.
Participate in performance management, interact positively with others, and support employee morale.
Uphold company non-disclosure and confidentiality policies and agreements.
Work evening, weekend, and holiday hours as required.