Service Writer - FULL TIME

Summary The Service Writer is responsible for demonstrating professionalism, integrity and positively influencing company morale. The Service Writer's responsibilities include creating and maintaining healthy relationships with customers ensuring the customer's needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions. Service Writer responsibilities revolve around the needs of the customer. The Service Writer acts as a liaison between customers, technicians and service salespeople, to provide information pertaining to repairs recommended by technicians and the Service Department. The service writer facilitates quoted transactions between customers and the company working with the Dispatcher giving awareness of approved quotations and communicating those with the appropriate sense of urgency and coordinating with the customer’s schedule. Other general service department duties as directed by the Service Manager.
Essential Functions-Kaizen (continuous improvement of process and reduce waste) Administrative - Maintain department communication to complete work efficiently and grow parts and labor sales. Utilize Softbase business system for opening service estimates, tracking the status of paperwork and working with Dispatch to schedule repairs. Manage - Review quote requests from technicians continually to consistently complete and deliver estimates to customers within two-days of the request. Personal - Utilize excellent customer service and communication skills to translate customers' estimates to non-technical descriptions and relate them in a comprehensive and thorough report cost estimate.
Other Functions Heighten visibility to customer issues needing attention
Assist Dispatcher and Service Administrator and back up when needed
Interpersonal skills necessary to communicate and follow instructions effectively and to provide information to customers, coworkers and other departments with standard business courtesy and tact.
Communicate and maintain special requirements associated with servicing customers
Customer satisfaction follow-up calls and emails
Qualifications Knowledge/Skills/Abilities Knowledge and understanding of invoice/ estimate components (ex: Bill To, Ship To, Sale Price, Sales Tax)
Strong focus on customer service and communication
Strong knowledge of Microsoft Office and Internet.
Basic knowledge of office machines, including copier, fax, and printer.
Able to communicate effectively as appropriate for the needs of customers or coworkers.
Able to process work with accuracy and strong attention to detail and follow-up (use of Microsoft Tasks)
Demonstrates openness to new procedures, technology, and implementation.
Full time M-F from 8:00-5:00
Employee is subject to outside environmental conditions occasionally, inside conditions frequently, with protection from weather conditions but not necessarily from temperature change.
Education/Work Experience High school diploma or GED required.
Two-year certificate from a college or technical school or at least five years related experience and/or training in the subordinate position.
Lift Truck Center, Inc. is an equal opportunity employer. Lift Truck Center, Inc. is an equal opportunity employer. As such, your employment with the Company is at-will and neither this letter nor any other oral or written representations may be considered a contract for any specific period.

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