Service Writer III

Palmer Trucks•Indianapolis, IN

19d

About The Position

The Service Writer provides friendly customer service, receives service requests, coordinates scheduling and customer uptime with triage, estimates repair costs within established guidelines, and manages shop repair orders using technology. The role also supports the Service department with clerical work and documentation for warranty matters, policy settlements, customers, and vendors. The Service Writer works with the Service Manager and Shop Foremen to coordinate repair work and keep customers informed, while helping ensure repair orders and related documentation are completed accurately and promptly.

Requirements

Basic computer skills.
Knowledge of Repair Order Processing Software.
Strong business skills in conflict management, interpersonal communication, understanding others, customer focus, flexibility, teamwork, influencing others, and time and priority management.
Behaviors supporting job performance include frequent interaction, building rapport with a wide range of people, identifying and fulfilling customer expectations, adapting to varied situations, shifting between tasks, responding with urgency, persistence, following policies, and consistent performance.

Responsibilities

Receive inbound customer calls about service scheduling and requests.
Greet and assist drivers arriving at the location with their units.
Coordinate and track customer repair order status with the Service Manager and Shop Foremen for task assignment.
Listen to, question, and understand repair requests to help customers receive the most expedient service available.
Work with the Service Manager to ensure timely action and resolution in disputes and warranty matters.
Ensure documentation required for the sale of labor, including customer, internal, and warranty documentation, is complete and properly executed.
Maintain repair orders by ensuring they are opened and closed properly and on time.
Stay informed about current service bulletins, recalls, and warranty information.
Inform the Service Manager of customer complaints so they can be addressed before the vehicle leaves the shop.
Advise customers about needed service work and suggest additional labor, parts, and body shop sales when appropriate.
Contact vendors and OEMs for product information or authorizations.
Obtain purchase orders from customers and sublet providers.
Participate in training to stay current on technical and warranty issues.
Assist in maintaining a clean shop and office area.