Service Writer

Floyd's Truck Center•Scottsbluff, NE

9d•Onsite

About The Position

Responsible for estimating and selling repairs to customer vehicles and communicating with the customer on a timely basis, working in coordination with the technicians, and addressing problems in a professional manner. This role involves analyzing progress to maximize efficiency and maintain high-quality repairs, delegating jobs to technicians, and utilizing current resources effectively. The Service Writer also ascertains correct part numbers, diagnoses problems, and works with the service department manager to ensure excellent customer satisfaction. They are available to aid technicians, produce accurate estimates, and handle cashier transactions. Adherence to warranty procedures, proficiency with the computer system for parts and service management, and managing repair orders are key aspects of the role. Additionally, the Service Writer handles customer complaints with empathy, maintains a polite and friendly demeanor, conducts telephone transactions courteously, and sells supplementary services. Prompt notification of delays or additional work is crucial, and repeat repairs require special attention. The role emphasizes not making commitments that cannot be met and keeping customer expectations appropriate. Completing assigned training for product knowledge, transportation safety, and company policies is also required.

Requirements

Ability to read and comprehend instructions and information.
Professional personal appearance.
Excellent communication skills.
Ability to meet the company's production and quality standards.
Familiarity and proficiency with all phases of the computer system needed for parts and service management.
Knowledge of federal, state, and local requirements that govern the company’s business.
Ability to follow lawful directions from supervisors.
Understanding and ability to follow work rules and procedures.
Ability to interact well with others and be a positive influence on employee morale.
Upholding the company’s non-disclosure and confidentiality policies and agreements.

Nice To Haves

Experience in a service writer role.
Knowledge of automotive repair processes.
Experience with customer service in a dealership environment.

Responsibilities

Estimating and selling repairs to customer vehicles.
Communicating with customers on a timely basis regarding repairs.
Working in coordination with technicians.
Addressing customer problems in a professional manner.
Determining costs and completion dates for repairs.
Communicating expected repair times to customers.
Analyzing progress to maximize efficiency and maintain high-quality repairs.
Delegating jobs to technicians based on skill level.
Utilizing current resources effectively.
Ascertaining correct part numbers on repair orders and assisting the parts department.
Diagnosing problems correctly and describing them accurately on the repair order.
Working with the service department manager to establish and maintain an effective service department with excellent customer satisfaction.
Aiding technicians if they have trouble completing service work.
Producing accurate estimates for wreck and internal repairs.
Providing cashier transactions when needed.
Adhering to procedures for timely and proficient dealing with warranty items.
Becoming familiar and proficient with all phases of the computer system needed for parts and service management.
Starting and finalizing repair orders for warranty, customer-paid, and internal repairs.
Dealing with customer complaints in a sensible manner, showing empathy and a pleasant attitude.
Greeting customers promptly, being polite and friendly.
Conducting telephone transactions courteously and quickly.
Providing excellent customer service for all customers (external and internal).
Selling supplementary services by notifying customers of service specials or additional work needed.
Notifying customers promptly regarding any delays, changes, or additional work required.
Giving special attention to repeat repairs to ensure the issue is corrected.
Not making commitments to customers that cannot be met.
Communicating with customers to keep expectation levels appropriate.
Completing assigned training for product knowledge, transportation safety, and company policies and procedures.