Service Writer

Job Description

Job Description

Position Summary

We are seeking a customer-focused and organized Automotive Service Writer to serve as the primary point of contact between customers and the service department. The Service Writer is responsible for greeting customers, documenting vehicle concerns, preparing repair estimates, coordinating repairs with technicians, and providing exceptional customer service throughout the repair process.

The ideal candidate has excellent communication skills, automotive knowledge, and the ability to build trust with customers while ensuring repairs are completed efficiently and accurately.

Key Responsibilities

• Greet customers professionally and provide an exceptional service experience.
• Listen to customer concerns and accurately document vehicle issues.
• Prepare repair orders and provide accurate estimates for recommended services.
• Communicate repair recommendations, pricing, and timelines to customers.
• Coordinate workflow between customers and service technicians.
• Monitor repair progress and keep customers informed throughout the service process.
• Schedule service appointments and manage the daily service calendar.
• Review completed repairs with customers and explain work performed.
• Process invoices, payments, and service documentation accurately.
• Upsell recommended maintenance and repair services when appropriate.
• Maintain accurate customer records within the shop management system.
• Ensure customer satisfaction by resolving concerns promptly and professionally.

Qualifications

• Previous experience as an Automotive Service Writer, Service Advisor, or similar customer service role preferred.
• Basic knowledge of automotive systems and repair terminology.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to work in a fast-paced service environment.
• Experience using shop management software and computer systems.
• Valid driver's license with a clean driving record.
• Professional appearance and positive attitude.

Preferred Qualifications

• 2+ years of automotive service advisor or service writer experience.
• Experience preparing repair estimates.
• Knowledge of warranty procedures and maintenance recommendations.
• Familiarity with Mitchell1, RO Writer, Shop-Ware, Tekmetric, or similar shop management software.
• Sales or upselling experience.
• ASE Service Consultant Certification (preferred but not required).