Service Writer - Fleet & Refrigeration Service - Madison, WI

TRANSPORT REFRIGERATION INC•Madison, WI

15d•Onsite

About The Position

Transport Refrigeration, Inc. is hiring a Service Writer to support our service department by working directly with customers, technicians, payroll, and parts. This role is critical to ensuring accurate repair orders, timely billing, COD processing, and smooth shop operations in a fast-paced fleet service environment. If you are detail-oriented, customer-focused, and comfortable balancing service coordination with administrative accuracy, this role offers long-term stability and growth. The Service Writer works with customers to determine repair needs, processes service and job orders, prepares final billing, handles C.O.D. payments, and supports payroll accuracy for technicians and associates.

Requirements

1+ year of experience as a Service Writer, Service Advisor, or Billing Clerk (dealership or fleet service preferred)
Strong multitasking, organizational, and cross-functional coordination skills
Clear verbal and written communication, especially under time pressure
Comfortable using Microsoft Outlook, Excel, and Word
High school diploma or equivalent (vocational training preferred)
Valid, unrestricted driver’s license
Ability to calculate percentages, fractions, and basic math for billing accuracy
Professional, respectful, and customer-focused demeanor
Willingness to travel for training or to assist at other locations
Must pass a pre-employment background check and drug screening

Responsibilities

Greet customers and gather information on repair needs, payment method, and purchase orders
Create repair orders with clear descriptions of work to be completed
Assign and schedule service work orders
Communicate customer account status to service department associates
Answer phones for the service department and assist customers
Route calls for all departments when call volume is high
Review completed jobs, verify technician hours, and confirm all parts are entered correctly
Perform all billing processes for the service department
Record serialized parts numbers on repair orders and register parts online
Bill internal shop jobs
Monitor daily mechanic timesheets
Prepare and mail final repair and counter invoices
Receive and process C.O.D. payments and balance the cash drawer
Process weekly and monthly invoices
Assist the parts department as needed
Prepare weekly payroll spreadsheets
Maintain strict confidentiality of company information
Perform additional duties as assigned