Master Service Writer

POSITION SUMMARY
The Master Service Writer is a senior customer-facing leader responsible for managing the service drive, delivering an exceptional customer experience, maximizing service department sales, and ensuring efficient workflow between customers, technicians, and management. This role serves as the primary point of contact for customers, oversees repair order accuracy, mentors service advisors, and helps achieve departmental sales, productivity, and customer satisfaction goals.

The ideal candidate combines strong automotive knowledge, exceptional communication skills, and proven leadership abilities to drive profitability while maintaining high ethical and customer service standards.

POSITION RESPONSIBILITIES 
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

CUSTOMER SERVICE

• Greet customers promptly and professionally.
• Listen carefully to customer concerns and accurately document vehicle symptoms.
• Build trust through transparent communication and professional recommendations.
• Explain repairs, maintenance needs, pricing, and timelines.
• Provide regular repair status updates.
• Resolve customer concerns and warranty issues promptly.
• Ensure every customer receives a positive service experience.

SERVICE SALES

• Recommend maintenance and repairs based on manufacturer recommendations and vehicle condition.
• Conduct thorough walk-around inspections.
• Present estimates and obtain customer authorization.
• Identify additional maintenance opportunities through inspections.
• Meet or exceed monthly sales, gross profit, and maintenance penetration goals.
• Promote preventive maintenance programs.

REPAIR ORDER MANAGEMENT

• Write clear, accurate repair orders.
• Assign work efficiently to technicians based on skill level and workload.
• Monitor repair progress throughout the day.
• Ensure repair orders include complete labor operations and parts requirements.
• Verify completed repairs before vehicle delivery.
• Maintain accurate documentation for warranty and customer pay repairs.

TEAM LEADERSHIP

• Serve as lead advisor for the service department.
• Mentor and coach service advisors.
• Assist in training new employees.
• Support Service Manager with scheduling and workflow.
• Promote teamwork between advisors, technicians, and parts personnel.
• Maintain a positive and professional work environment.

OPERATIONAL EXCELLENCE

• Monitor technician productivity and efficiency.
• Coordinate parts availability with the parts department.
• Minimize vehicle downtime.
• Maintain CSI (Customer Satisfaction Index) standards.
• Ensure compliance with dealership policies and manufacturer procedures.
• Assist with daily service lane management.

ADMINISTRATIVE DUTIES

• Process repair orders accurately.
• Handle warranty documentation.
• Maintain customer records.
• Process invoices and payments when required.
• Track departmental KPIs.
• Assist with service marketing campaigns and customer follow-up.
• Oversee technician/detailer scheduling and time off.

INVENTORY & SALES PREP SUPPORT

• Support sales team by preparing vehicles for display or delivery (washing, gas, snow removal, etc.).
• Assist with minor tech duties and vehicle deliveries as needed.

ADMINISTRATIVE & SYSTEM DUTIES

• Utilize AMS and other shop management systems to log and track service activities.
• Process payments, verify and record AP data, and prepare bank deposits.
• Maintain customer complaint records and complete all necessary paperwork accurately and timely.
• Participate in general store maintenance and cleaning.

 As well as other duties as assigned.

 Schedule:

Monday through Friday from 7:30 a.m. until 4:30 p.m.