Full-time Service Writer

Coastal Villages Region Fund•Bethel, AK

3d•Onsite

About The Position

Coastal Villages Region Fund (CVRF) is currently accepting applications for a Service Writer to work at our Eek location. The primary job responsibilities for this position include, but are not limited to, supporting Community Service Centers (CSC) and their Mechanic/Welders (M/W) by providing exceptional customer service to community members and staff, producing quotes in a timely manner, and effectively communicating diagnostic information obtained from the M/Ws to the customers. This position is also responsible for maintaining accurate and organized records, tracking parts orders, and ensuring that constant contact during repair processes is kept with customers.

Requirements

Exceptional customer service skills
Ability to produce quotes in a timely manner
Effective communication of diagnostic information
Maintain accurate and organized records
Track parts orders
Maintain constant contact with customers during repair processes
Familiarity and proficiency with computer systems for service and parts management
Ability to diagnose problems accurately
Ability to clearly describe problems on work orders
Ability to communicate estimated costs and completion times
Ability to identify correct parts for work orders
Ability to submit purchase requests
Ability to receive parts shipments
Ability to document parts transactions
Ability to assign work orders based on skill level and resource utilization
Ability to review work-in-progress for quality and timeliness
Ability to assist mechanics/welders with service work
Ability to perform cashier functions
Ability to forward necessary paperwork to accounting
Ability to maintain records of customer paid, warranty, work order, and work documents
Ability to handle customer complaints reasonably
Attend assigned training programs
Maintain up-to-date technical qualifications and training certificates

Responsibilities

Provide superior customer service to internal and external customers and employees by modeling exceptional customer service behavior during all interactions
Provide administrative support for M/Ws and assist in maintaining a smooth running, efficient service shop with a high degree of customer satisfaction
Be familiar and proficient with all processes and procedures of the computer system required for service and parts management
Assist in diagnosing problems accurately and clearly describe them on work orders
Clearly communicate to customers the estimated costs and completion times of work being provided, as well as offer additional services by pointing out service specials or additional work needed
Ensure customers’ expectations are set to a level where they will likely be met by avoiding commitments which cannot (or likely will not) be met
Determine correct parts for work orders, submit purchase requests, receive parts shipments, and document all parts transactions
Assign work orders to M/Ws based on skill level and current resource utilization
Review work-in-progress to ensure quality and timeliness
Occasionally assist M/Ws when they are having difficulties performing service work
Notify customers promptly of any changes, delays, or additional work needed
Perform cashier functions and forward all necessary paperwork to the accounting department
Follow procedures efficiently and maintain records of all customer paid, warranty, work order, and work documents with accounting to ensure compliance
Handle customer complaints reasonably by showing empathy to the needs of the customer, maintaining a positive attitude, demonstrating special attention to repeat repairs, and ensuring commitment to correcting the situation
Attend assigned training programs and maintain up-to-date technical qualifications and training certificates
Other duties as assigned