Service Writer Representative

Job Description

Job Description

Why Join Our Team?

At Master’s Transportation, you’ll join a growing, privately owned company with more than 30 years of experience delivering trusted commercial transportation solutions nationwide. With one of the country’s largest fleets and locations across the U.S., we provide customized sales, rental, leasing, financing, service, and repair solutions for organizations in education, hospitality, senior living, camps, and other industries. Our team is driven by excellence, integrity, safety, and a solution-oriented mindset. If you’re looking for a place where your work matters, your ideas are valued, and you can grow with a company that is helping move people and organizations forward, we’d like to meet you.

Benefits:

• Generous paid time off and 12 paid holidays.
• Competitive medical, dental, and vision insurance options.
• Company-paid life insurance and short- and long-term disability benefits.
• 401(k) retirement plan with company match. Immediate vesting.
• Flexible Spending Account and Health Savings Account options.
• Employee discounts on travel, entertainment, and more.
• Ongoing investment in employee growth and development.
• Referral bonuses

Job Title: Service Writer Representative

Classification:  Non-exempt, hourly

Reports To:  Service Manager

Position Type:  Full-time

Work Schedule: Monday-Friday daytime hours

Work Location: Headquarters, Kansas City, MO

Job Summary:  The Service Writer Representative plays a vital role in ensuring excellent customer service and satisfaction. The Service Writer is responsible for effectively communicating with internal and external customers to identify their automotive problems and needs, scheduling service tasks with technicians to ensure timely completion of work and providing clear explanations of services performed and associated charges. 

 

Essential Functions: 

• Engages with customers to accurately assess and document their concerns regarding their buses and service needs
• Explains service options and timelines to customers and is the liaison between the customer and technician to ensure clear communication of issues and solutions
• Provides accurate estimates for services, repairs, and parts
• Provides recommendations for additional services based on vehicle inspection results
• Creates and manages work orders for service requests
• Ensures all necessary paperwork is completed for warranty and service contracts
• Coordinates with technicians to prioritize and schedule service work efficiently
• Schedules appointments and manages the service calendar to optimize workflow
• Writes detailed Repair Orders (ROs) that capture customer concerns and convey them to the technician(s)
• Keeps customers informed about the progress of their service, including any delays or updates during the service cycle
• Processes payments and maintains accurate records of customer interactions, service orders, and payments. 
• Ensures customer satisfaction and handles customer complaints or concerns with professionalism and empathy
• Follows up with customers after service to ensure satisfaction and encourage repeat business

Competencies:

• Customer Service skills
• Technical Skills
• Communication Skills 
• Organizational skills
• Detail-oriented
• Teamwork

Supervisory Responsibilities:

None

Work Environment: 

Office

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job:

• The employee is regularly required to stand or walk; use hands to finger, handle or feel objects; and reach with hands and arms
• The employee regularly is required to walk
• The employee is occasionally required to stoop, kneel, or crouch
• The employee is regularly required to stand for extended periods of time
• The employee must occasionally lift and/or move up to fifty (50) pounds
• Specific vision abilities required by this job include close vision, peripheral vision, and depth perception
• Ability to bend, stoop, and squat

Required Education/Experience/Certifications:

• High School diploma or GED. 
• 1-5 years of Service Writer experience.  

• Able to read and follow written and verbal instructions

Preferred Education/Experience/Certifications :

• Experience in the bus industry is a significant advantage
• Background in automotive technology and repair
• Bachelor’s degree in business, sales, or a related field is a plus
• Bilingual: English/Spanish

Travel Requirements:

None

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement:

Master’s Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.