Service Writer

Position Summary:

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 position provides guidance, training, and staffing oversight of other Service Writers.

Essential Duties & Responsibilities including the following. Other duties may be assigned.

• Determine costs and completion date. Communicate the expected repair time to the customer.
• Analyze progress to maximize efficiency and maintain high-quality repairs.
• Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
• Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
• Diagnose problems correctly and accurately describe those problems in the repair order.
• Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
• Be available to aid technicians as appropriate if they have trouble completing service work.
• Produce accurate estimates for wreck and internal repairs.
• Provide cashier transactions when needed.
• Adhere to procedures for timely and proficient dealing with warranty items such as correct storage and labeling.
• Become familiar and proficient with all phases of the computer system needed for parts and service management, developing, and maintaining the skills required.
• Start and finalize repair orders for warranty, the customer paid, and internal repair.
• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
• Be polite and friendly and greet customers promptly.
• Conduct telephone transactions courteously, and quickly.
• Provide excellent customer service for all customers whether external or internal.
• Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
• Notify customers promptly regarding any delays, changes, or additional work that is required.
• When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
• Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.
• Complete assigned training, as required, for product knowledge, transportation safety, and per company policies and procedures.

General Expectations

• Devote himself/herself to ensuring satisfaction to customers.
• Determine management, production, and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow-up system that encourages follow-through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state, and local requirements which govern the company's business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company's non-disclosure and confidentiality policies and agreements.
• Work evening, weekend, and holiday work hours as required.

Qualifications

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet the company's production and quality standards.

Physical Requirements

This position requires you to move throughout the company facility primarily in air-conditioned areas for most of the shift, stand, walk bending, twisting and/or stooping, and kneeling or squatting on a regular basis, and frequently seated during deliveries. Lifting over 50lbs on an irregular basis. This position also could involve climbing stairs, reaching and/or lifting overhead on a regular basis. On a regular basis this position involves repetitive hand/finger movement, grasping/grabbing with hands, and pushing & pulling motions. This position will involve driving during varies seasonal weather conditions, both in the daylight and early morning/evening hours are possible.