Model 1 Commercial Vehicles, Inc. is Hiring a Service Writer/Office Manager Near Commerce, CO
Location: Commerce City, COPay Range $20 to $30 per hourOverviewCome grow with us by joining our team as a Service Writer with some office manager duties! In this role, you will play a critical role for the company and will work alongside other professionals within the team and other departments. You will be responsible for documenting customer concerns about their vehicles. The position requires excellent customer service skills and knowledge of the automotive/bus industry. When a customer requests a repair, the service writer enters information into the computer software detailing the repairs that are needed, how much time should be allocated to make the repair and notifies the Service Department. This position also has warranty responsibility. This position is the first person the customer talks to in the service department, so it is essential that a helpful and knowledgeable demeanor is demonstrated. Must be aware of service department policies and procedures, along with the correct procedure to open and close retail work orders. This position works with limited supervision and will report directly to the Sales Manager. Who is Model 1, formerly known as Creative Bus Sales?Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you. Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what’s next. It’s the strength of our relationships – both with customers and manufacturers – that allows us to keep a finger on the pulse of what you need and what’s possible to not just source but create together. Whether it’s custom-built vehicles or alternative fuel and electric vehicle (EV) options, you’ll have a partner from challenge all the way through solution and beyond. ResponsibilitiesBelow is an overview of the duties and responsibilities you would take on in this role:
Check condition of vehicle at arrival
Communicate with the driver/customer on service requirements of vehicle
Fill out the work list, repair order and all applicable factory warranty paperwork
Write up retail work orders using Board of Consumer Affairs,” Write It Right” guidelines
Keep track of the status of vehicles
Act as point of contact for all customers and sales personnel for issues related to your assigned department
Communicate the status of the vehicle with the customer
Communicate the cost associated with the repairs with the customer
Communicate timelines and service updates to customers and assist in maintaining an accurate service schedule
Communicate with service department management on status, quotes, and pricing
Communicate with customers and CBS Sales to assure the vehicles are being completed by promise dates
Maintain positive relationship with vendors, customers, and employees
Coordinate with sales, parts, and warranty departments as required
Communicate with accounting and shop management with respect to customer payment for services
Assist and direct all assigned department service team members to assure all jobs are being complete
Verify availability of parts
Assist with filing warranty claims as needed
Schedule with the service shop all applicable warranty repairs or locating a convenient warranty repair facility for the customer to transport vehicle
Obtain prior approvals for all warranty claims with various manufacturers
Maintaining line of communication with all repair facilities, obtain estimates for needed repairs and providing pre-approvals to vendors
Process and collect warranty claims with various manufacturers
Negotiate basic warranty claim issues and understand when to elevate to supervisor
Verify repair procedure are properly documented; all parts match the story and process claim per manufacturers’ guidelines
Initiate the warranty repair work orders, documenting the customer complaint and detailing when the complaint occurs for the technician to diagnose properly
Get factory approvals, contact factory and customers with recalls and warranty procedures and warranty guidelines. Also, inform customer of costs associated with warranty repairs and length of time to repair
Communicate with management on all aspects of warranty department workflow, customer, and vendor and manufacturer issues
Answer telephones
Keep track of vehicles that are off property
May assist in training others
What You Will Gain
Competitive benefits including health insurance, paid holidays, and vacation pay
Continuing education to provide you the opportunity to develop your full potential and be a true business partner
Access to an expansive network of mentors and networking opportunities
Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service
Minimum Job Requirements:
High School Diploma or equivalent
Two (2) years’ work experience specifically related to service writing/warranty or customer service
Understanding of the operation of the service and parts departments and the support of the sales and interaction with the administrative/accounting department
Complete understanding of the warranty process
Service Administrators must possess, and demonstrate good communications skills with both customer and internal relations in person, via telephone, and electronic communication
Ability to analyze problems in order to determine warranty coverage
Strong negotiation skills
Ability to organize and track issues concerning larger fleets operated under State or Government contract provisions
Bilingual is a plus
Good understanding of the bus manufacturer’s needs and the needs of Creative Bus Sales customers
Professional demeanor and cooperative attitude
Highly organized
Punctual
Proficient with computer data processing
Physical Requirements
Work will be performed both in an office environment as well as an outside area
May be required to do frequent kneeling, stooping, squatting, crawling and climbing to perform multiple tasks of position
Must have the ability to board vehicles and inspect under vehicles if necessary
Must be able to lift, push and pull a minimum of 50 pounds
Must have good manual dexterity
At Model 1, we are committed to living our core values of Solving Problems, Setting the tone, Drive Forward, Find Balance and Own it.
Company retains the sole discretion to change the duties of the position at any time.