Service Writer

Grow with Us•Moses Lake, WA

3d•Onsite

About The Position

The Service Writer is responsible for promoting a strong safety culture within the service department, ensuring efficient operations, and maintaining high levels of customer satisfaction. This role involves managing repair orders, communicating with customers about service needs and costs, coordinating with technicians and parts employees, and handling administrative tasks related to the service department. The Service Writer must also be proficient in using computer systems and possess excellent communication and customer service skills.

Requirements

Proof of high school diploma or General Education Degree (GED).
Valid driver's license and acceptable driving record.
Ability to communicate in English (speak, read, comprehend).
Competent in using computer and programs such as Word, Excel, and Outlook.
Prior administrative experience required.
Knowledge and use of Microsoft computer products or other comparable systems required.
Proven skills in written and verbal communications, leadership and interpersonal relationship building.
Proven customer service and conflict resolution skills.
Organized with strong planning, time management and efficiency in work completion.
Ability to set and manage priorities.
Strong attention to detail and accuracy.
Must be a self-starter and able to work without supervision.
Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning, and twisting.
Must be able to lift 50 lbs.

Nice To Haves

Knowledge of service work, dealership and/or agriculture desired but not required.

Responsibilities

Promote and exemplify safety culture and safe working habits.
Attend all safety training.
Ensure proper use of safety equipment (PPE).
Follow company safety policies and procedures.
Maintain a clean office environment.
Ensure service vehicles and equipment are inspected and maintained.
Ensure equipment under repair is in a zero-energy state (Lock out Tag Out).
Handle chemicals in accordance with Safety Data Sheets (SDS).
Assist in Job Hazard Analysis (JHA) and identify/reduce potential hazards.
Identify and address potential safety concerns on equipment.
Communicate with Safety Liaison to address safety concerns.
Assist the service department manager/foreman in maintaining an efficient department.
Open and close customer-paid and internal repair orders with accuracy.
Open and assist with warranty work orders with accuracy.
Follow procedures for handling warranty items, including tagging and storage.
Estimate costs and completion times at point of sale and communicate to customers.
Review work in progress to ensure quality and timeliness.
Become proficient with the service department's computer system.
Work with parts employees to secure parts for technicians.
Distribute work to technicians and verify timecards.
Greet customers immediately in a courteous and friendly manner.
Manage telephone calls quickly and courteously.
Reach out to customers to identify service needs.
Assist with collection of payments as needed.
Notify customers of any changes, delays, or additional work needed.
Manage customer complaints reasonably and with a positive attitude.
Maintain good working relationships with staff and other departments.
Work within and promote the organization's vision, mission, and values.
Perform other duties as assigned.