The Service Writer will serve as the liaison between customers and technicians within the automotive dealership. The Service Writer is often the first and last team member that a customer interacts with when a service need arrives, and thus plays a major role in determining customer satisfaction. As the Service Writer, you are responsible for assisting customers with their vehicle repair needs. You will assist in scheduling appointments, greet and facilitate customers coming to the service department, collect payment at the time of delivery, and help to maintain a high level of customer service.
To ensure success you need to be accountable and employ prudence in performing your duties.
Service Writer Responsibilities:
· Greet customers in a timely, friendly manner and obtain vehicle information
· Interact with customers, listen to their concerns and questions
· Ask follow-up questions to help diagnose issues
· Educate customers about the company’s policies and process
· Manage complaints and help to revolve customer grievances
· Schedule appointments
· Track progress of each repair job
· Explain recommended work needed, time requirements, and associated cost due
· Contact customer regarding any changes to the estimated cost or promised time of completion
· Get proper authorization before any repairs are performed
· Document all work and information between technician and customer into database
· Process customer payment upon completion of the vehicle repair
· Inform supervisor of issues as they arise
· Comply with all company policies and procedures
Service Writer Requirements:
· Strong listening skills to gather customer information
· Effective interviewing skills to ask follow-up questions
· Verbal communication skills to explain complex technical problems in simple terms
· Strong organizational skills to keep track of multiple jobs
· Valid NC Driver’s Licenses and clean driving record