Service Writer

Job Summary:

The Service Writer acts as the communication bridge between customers and the diesel repair team. They are responsible for scheduling repairs, ensuring excellent customer service, and accurately documenting vehicle issues and repair needs. The ideal candidate has strong organizational skills, knowledge of diesel engines, and the ability to multitask in a fast-paced environment.

Responsibilities:

Customer Interaction:

- Greet customers in a professional and friendly manner, ensuring a welcoming environment.

- Discuss vehicle issues with customers, collect detailed information, and document symptoms and concerns accurately.

- Provide clear estimates for repair and service costs, explaining any necessary work to customers.

- Communicate repair updates and timelines, addressing customer questions or concerns.

Service Coordination:

- Create work orders and distribute them to technicians with all necessary information.

- Prioritize and schedule repair work based on urgency and shop capacity.

- Ensure accurate documentation of work performed, parts used, and technician time.

- Monitor the progress of repairs and follow up with technicians to meet deadlines.

Technical & Administrative Tasks:

- Maintain knowledge of diesel engines, systems, and common repairs to effectively communicate with technicians and customers.

- Order parts and supplies as needed, verifying availability and pricing.

- Review completed repairs for accuracy and proper documentation before invoicing customers.

- Process payments and manage invoicing efficiently.

Customer Service Excellence:

- Address complaints or disputes professionally and work to resolve them to the customer’s satisfaction.

- Maintain strong relationships with customers, promoting repeat business.

- Suggest preventative maintenance or future services based on vehicle history.

Qualifications:

- Experience:

- 2+ years of experience in a similar service writer role, preferably in a diesel repair or automotive shop.

- Knowledge of diesel engines and repair processes is highly preferred.

- Skills:

- Strong communication and interpersonal skills.

- Organizational and multitasking abilities to manage multiple work orders.

- Proficiency in service management software (e.g., Mitchell, RO Writer, or equivalent).

- Basic understanding of accounting or invoicing.

- Education:

- High school diploma or equivalent required; technical training or certifications in diesel or automotive repair is a plus.

Work Environment:

- Primarily office-based, but occasional work in the repair area may be necessary.

- Fast-paced environment with frequent interruptions.

Schedule:

- Full-time position with flexibility to work weekends or overtime as needed. 55 hours per week, saturday included.

Salary:

- Competitive, based on experience, salary of $800 - $1200 per week, commensurate with experience.