Service Writer

SOUTHWEST MATERIAL HANDLING INC•Mira Loma, CA

33d•$25 - $27•Onsite

About The Position

As a Service Writer, you will act as the main link between our customers and technicians, providing excellent service while accurately documenting vehicle issues, estimating repairs, and coordinating service processes. This role requires strong communication skills, knowledge of materials handling, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Requirements

High school diploma or equivalent
Previous customer service experience required
Valid driver's license and ability to meet company requirements to drive a company vehicle
Ability to produce detailed documents with accuracy.
Ability to handle multiple projects with rapidly changing priorities and deadlines.
Must possess excellent customer service skills.
Strong oral and written communication skills.
Ability to create, compose, and edit written materials, spreadsheets, graphics, and reports.
Excellent organizational and interpersonal skills.
Ability to interpret technician repair notes and translate them into customer-facing proposals
Strong prioritization skills in a high-volume service environment

Nice To Haves

2 years minimum of experience in a service advisor role preferred
Knowledge of mechanics and repair processes preferred
Working knowledge of forklift systems, parts, or mechanical repair (preferred)

Responsibilities

Initiates services and repairs by ascertaining performance problems and services requested
Verifies warranty and service contract coverage, developing estimates, writing repair orders, and maintaining customer rapport and records
Develops estimates by costing materials, supplies, and labor utilizing software
Track and manage service quotes to completion
Maintain customer rapport by explaining estimates and answering questions or addressing concerns
Coordinate with technicians to prioritize repairs and ensure timely completion of services
Maintain accurate records of all service transactions and estimates for reporting purposes
Work with the Service Team and internal team to get service quotes approved by customers
Maintain quote follow-up cadence at 1-day, 5-day, and 10-day intervals
Follow up on the quality of work performed to ensure customer satisfaction.
Respond to product and service questions to resolve problems.
Advise the appropriate manager and the CSS Manager of any issues.
Perform other duties assigned.