Service Writer Duties and Responsibilities

Service Writers answer questions from customers and service providers. They use their expert knowledge to understand the client’s problems and explain their needs to staff for satisfactory service delivery. Service Writers also schedule appointments, process orders, monitor delivery and handle customer complaints. Their duties include working with computers and building and maintaining relationships. 

Here are examples of Service Writer duties:

• Interact with customers, listen to their questions and concerns and provide timely responses.
• Educate clients about the company’s products, services and offers.
• Schedule appointments, take orders, monitor service progress, calculate charges and process payments.
• Review customer accounts and report changes to internal staff.
• Manage complaints, returns and resolve customer grievances.
• Record customer details and transactions.
• Serve as a customer relationship manager.
• Serve as a link between customers and different departments in the organization