Express Service Writer

Position Summary

The Express Service Writer serves as the primary point of contact for customers visiting the dealership for quick maintenance and light repair services. This role is responsible for greeting customers, identifying vehicle service needs, preparing repair orders, communicating service recommendations, and ensuring an outstanding customer experience throughout the service visit.

Benefits

• Excellent working hours
• Closed on Sundays and major holidays
• 401(k) matching
• Health, Dental & Vision insurance
• Health savings account
• Life insurance
• Paid time off
• Employee discount
• Referral program

Essential Duties and Responsibilities

• Greet customers promptly and professionally upon arrival.
• Listen to customer concerns and accurately document service requests.
• Create and manage repair orders for express maintenance services, including oil changes, tire rotations, multi-point inspections, battery services, and other routine maintenance.
• Review manufacturer maintenance schedules and recommend appropriate services.
• Communicate service recommendations, costs, and completion timelines to customers.
• Maintain consistent communication regarding vehicle status and service updates.
• Coordinate workflow between customers, technicians, and service management to ensure efficient vehicle processing.
• Review completed repairs with customers and explain services performed.
• Process payments and ensure repair orders are completed accurately.
• Assist with scheduling future maintenance appointments.
• Follow dealership and manufacturer policies, procedures, and customer service standards.
• Maintain a clean, organized, and professional work environment.
• Achieve customer satisfaction, retention, and sales goals established by dealership management.

Qualifications

• High school diploma or equivalent required.
• Previous customer service experience required; automotive service experience preferred.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment while maintaining accuracy.
• Basic computer skills and the ability to learn dealership management software.
• Strong organizational and time-management abilities.
• Professional appearance and positive attitude.
• Valid driver's license with an acceptable driving record.
• Ability to pass a background check.

Knowledge, Skills, and Abilities

• Excellent customer service and relationship-building skills.
• Ability to explain automotive maintenance needs in a clear, non-technical manner.
• Strong attention to detail and accuracy in documentation.
• Ability to multitask and prioritize competing responsibilities.
• Basic understanding of automotive maintenance and repair services.
• Ability to work effectively with technicians, managers, and customers.

Physical Requirements

• Frequently stand, walk, and move throughout the service department.
• Occasionally lift up to 25 pounds.
• Ability to work indoors and outdoors in varying weather conditions.
• Ability to operate vehicles safely.

Performance Expectations

• Deliver exceptional customer service and maintain high customer satisfaction scores.
• Meet vehicle throughput and efficiency goals.
• Accurately document customer concerns and service recommendations.
• Promote recommended maintenance services with integrity and professionalism.
• Support dealership growth through customer retention and repeat business.

About Us:

Our family has been in the automotive business for nearly 80 years. The Whitaker / Selover / Underriner brand is four generations strong and, since our opening day in Montana in 1944, we have taken pride in being supportive of our team members, as well as local organizations in and around our communities. Each generation has added to our success, growth and ways we give back to our communities. In 2014, we expanded into Washington adding Walla Walla Valley Honda and its community to our Automotive Family. Recently we were pleased to announce the addition of The Dalles, Oregon's Ford and Nissan dealerships. We are driven to grow and establish strong roots in every community we serve. It's what our family legacy is built on, and why our values remain Family, Community, Integrity, Passion, and Accountability.The service manager oversees the service department and is responsible for controlling costs, building a loyal clientele, maintaining good employee relations, setting and obtaining sales and profit objectives and maintaining service records. Additionally, they must satisfy service concerns of all customers, ensure that service is performed at the highest level and operate the department profitably.

Underriner is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.