Service Writer

Company: All Pro Equipment & Rental, Inc.

Job Title: Service Writer

Location: 2800 Mahan Dr., Tallahassee, FL 32308

Reports To: Service Manager

Job Type: Full-Time

About Company:

All Pro Equipment & Rental is a locally owned and operated outdoor power equipment dealer specializing in high-quality products and exceptional service. We’re committed to helping homeowners, landscapers, and professionals find the right equipment and keep it running at peak performance.

Job Summary:
The Service Writer serves as the primary point of contact between customers and the service department. This role is responsible for coordinating repair orders, communicating with customers, managing service schedules, and ensuring efficient workflow for technicians. The ideal candidate is organized, customer-focused, and has a working knowledge of small engines and outdoor power equipment.

Key Responsibilities:

• Greet customers promptly and professionally, assisting with service inquiries and repair needs
• Schedule service appointments and communicate effectively with the service team
• Create detailed and accurate repair orders in the system, including equipment information, customer concerns, and technician notes, ensuring all information is documented
• Provide cost estimates, timelines for repairs and obtain customer approval for repairs
• Tag & Organize Equipment needed for repairs
• Maintain customer service records and follow up on completed services
• Provide customers with status updates throughout the service or repair process & if any additional work is needed on their equipment.
• Coordinate with service manager and technicians to prioritize jobs and ensure timely completion of work.
• Pull parts for technicians and properly record parts used on work orders
• Verify warranty coverage, process warranty claims, and maintain proper documentation.
• Call/ Text or Email customers when equipment is ready to be picked up
• Review completed work orders for accuracy before invoicing and delivery
• Maintain a clean and organized service counter and customer area
• Handle incoming phone calls, schedule service appointments, and provide basic troubleshooting assistance.
• Support parts department staff by confirming required parts for service jobs and following up on parts orders.
• Ensure all customer interactions reflect a high level of professionalism and product knowledge.
• Assist counter staff with customer service needs as needed
• Assist with physical inventory counts as needed on a quarterly and year end basis
• Follow All Pro policies and procedures

Qualifications:

• High school diploma or equivalent; technical or vocational training preferred.
• 1–3 years of experience in a service writer, advisor, or customer service role (preferably in power equipment, automotive, or similar industries).
• Knowledge of small engines, equipment maintenance and repair processes
• Strong communication, organizational, and multitasking skills
• Proficient with computers and service management software
• Ability to read and understand work orders, warranty claims, and service bulletins
• Positive attitude and strong commitment to customer satisfaction
• Ability to collaborate and work well in a team environment

Physical Requirements:

• Ability to stand, walk, and interact with customers for extended periods.
• Occasionally lift or move equipment or parts up to 50 lbs.
• Work in an environment that may include outdoor or shop conditions.

Work Schedule:

• Full-time, Mon - Fri 7:30am – 5:00pm, Rotating Sat 8:00am - 12:00pm
• Schedules subject to change

Compensation:

• Competitive pay based on experience
• This is an hourly position, payroll is bi-weekly on Fridays

Benefits:

• Opportunities for career growth and skill development
• Company Paid Certification & Educational Opportunities
• Health, Dental, Vision, Life Insurance
• PTO & Paid Holidays
• Simple IRA Retirement matching