Service Writer

Looking for a career where you can make an impact?•Cruces, NM

5d•Onsite

About The Position

Sonsray is seeking a Service Writer to join our Agriculture team in Las Cruces. This role serves as the primary point of contact between customers and the service department, ensuring a smooth and efficient repair process. The Service Writer is responsible for preparing repair orders, providing accurate estimates, communicating service timelines, and delivering exceptional customer service. This position plays a key role in supporting shop operations, maintaining detailed service records, and helping grow the business through strong customer relationships and proactive communication.

Requirements

Minimum 2 years of experience handling heavy phones, office administrative duties, customer relations, great computer skills, and problem-solving
Basic computer proficiency and experience using service database systems
Ability to handle multiple priorities in a fast-paced environment
Commitment to ongoing learning and professional development
Excellent verbal and written communication skills, with the ability to explain technical information clearly

Nice To Haves

Previous experience in a service writer, service advisor, or similar customer-facing role preferred
Basic mechanical knowledge is a plus
Bilingual in Spanish is a plus

Responsibilities

Verify warranty and service contract coverage by reviewing records and explaining provisions and exclusions to customers
Develop estimates by calculating costs for materials, supplies, and labor, including customer payments and deductibles
Prepare repair orders (RO) by documenting symptoms, problems, causes, required repairs, and services; obtain customer approval and enter information into the service database
Maintain customer confidence by clearly explaining estimates, repair timelines, and expected return dates
Provide regular updates to customers on their equipment repair status (daily or weekly as needed)
Grow the service department by cultivating new business through cold calling, upselling, and promoting specials
Maintain detailed unit records, including problems identified and corrective actions taken
Participate in ongoing professional development, including manufacturer training and industry courses
Support the organization’s reputation by taking ownership of customer requests and finding opportunities to add value
Perform other related duties as assigned by management in alignment with dealership objectives

Benefits

Medical coverage (PPO + HSA options)
Dental, Vision, and Life insurance provided at no cost
401K with competitive employer contributions
80 hours of annual vacation, increasing with years of service
Uniforms provided annually
Annual boot voucher of $125.00
One full paid day off annually for community volunteer work
Birthday meal provided by Sonsray
Emphasis on company growth and employee development
Open-door policy, fostering a collaborative environment with active owner and management involvement