SERVICE ADVISOR

Job Description

Job Title: Service Writer

Employment Type: Full-Time

Job Category: Service / Customer Support

Location: Ron Marhofer Auto Family-Akron, Ohio 

Reports To: Service Manager

Company Overview

At The Ron Marhofer Auto Family, we have been proudly serving Northeast Ohio since 1919. As a family-owned dealership group, we are committed to delivering world-class experiences to our customers while upholding our six core values:

• World-Class Experience
• Commitment to Excellence
• Teamwork
• Trust & Respect for the Individual
• Continuous Improvement
• Approachability & Process Orientation

Our service department is built on trust, transparency, and exceptional guest care. The Service Writer is the customer's primary point of contact, ensuring clear communication, accurate documentation, and a seamless service experience from start to finish.

Position Summary

The Service Writer (Service Advisor) acts as the link between our customers and the service department. This role requires excellent communication, organizational, and critical thinking skills to ensure customer needs are met efficiently and professionally. The Service Writer is responsible for writing repair orders, coordinating with technicians, providing cost estimates, and keeping customers informed throughout the repair process.

Essential Duties & Responsibilities

• Greet customers in a professional, friendly manner and listen to their service concerns.
• Write accurate repair orders and document vehicle issues clearly.
• Provide cost and time estimates for recommended work.
• Communicate with technicians to relay customer concerns and ensure proper repairs.
• Review multi-point inspections and present recommended services to customers.
• Maintain constant communication with customers regarding repair status, changes, or delays.
• Verify completed work meets dealership and factory standards before delivery to the customer.
• Manage customer complaints or concerns promptly and escalate issues when needed.
• Coordinate with the parts department to ensure timely availability of needed parts.
• Maintain accurate service records and ensure all documentation is complete.
• Promote dealership services, specials, and preventive maintenance programs.
• Ensure vehicles are delivered back to customers clean and in proper condition.

Marginal Duties

• Assist with scheduling service appointments when necessary.
• Stay current with manufacturer programs, technical bulletins, and service processes.
• Support service department events and customer outreach initiatives.
• Participate in dealership and manufacturer training.