Service Writer - Outdoor Power Equipment (Myerstown)

Service Writer Job Description 

 Definition of a Hero in this position 

• Core Values Champion: Lives with integrity, driven by service, and focused on people, reflecting the core values of our company; Integrity Centered, Service Driven, People Focused. 

• Reliable and Punctual: Always on time and ready to contribute, demonstrating commitment through consistent arrival at work. 

• Customer Advocate: Listens attentively to customers, striving to exceed expectations and build strong, lasting relationships. 

• Clear Communicator: Provides timely, accurate updates to eliminate confusion, ensuring smooth and satisfying customer experiences. 

• Detail-Oriented: Diligently records and relays information with precision, preventing mistakes and enhancing operational efficiency. 

• Problem Solver: Tackles issues proactively, escalating when necessary to maintain seamless service delivery. 

• Efficient Multitasker: Manages various tasks and customer interactions with professionalism and speed, while maintaining high standards. 

• Professional Representative: Upholds professionalism in appearance, attitude, and behavior, serving as a model of the company’s values to customers and coworkers. 

• Collaborative Team Player: Works harmoniously with colleagues, respecting all team members, and contributing to overall team success. 

• Responsible and Respectful: Takes ownership of tasks, demonstrates initiative, respects others’ ideas, and maintains a positive environment by rejecting gossip and negativity. 

Responsibilities 

• Greet and acknowledge all customers promptly. 

• Gather customer information and generate accurate repair orders. 

• Document customer issues accurately using their own words. 

• Verify unit information, complete repair orders, and add helpful notes as needed. 

• Communicate repair estimates and track the progress of orders through to completion. 

• Seek assistance from the Service Manager when issues escalate beyond your control. 

• Follow established processes consistently to minimize errors and ensure smooth operations. 

• Use the ID # system to identify customer units efficiently. 

• Collaborate with tech support and transfer calls when necessary. 

• Coordinate with the receptionist to manage overflow calls. 

• Answer phone calls professionally, ending with a recap and a positive closing. 

• Assist customers with loading and unloading equipment. 

• Collect payments and ensure customer satisfaction at the end of service. 

• Assist the delivery driver and ensure professionalism in customer interactions. 

• Ensure excellent customer service by following every process and task with attention to detail. 
• Maintain a clean work environment.
• Assist truck deliveries as needed.
• Ensure customer refreshment area is full stocked.

Qualifications 

• Physical Requirements: Able to lift, carry, push, or pull up to 50 pounds and perform tasks like bending, climbing, squatting, and kneeling. 

• Mechanical Aptitude: Intermediate mechanical knowledge and a natural aptitude to learn more. 

• Basic Mathematical Skills: Able to perform basic math calculations necessary for repair work, customer orders, and cost estimation. 

• Computer Skills: Proficient in using dealer management software, entering repair orders, tracking progress, and utilizing basic tracking systems. 

• Attention to Detail: Accurate in gathering customer information, documenting issues, verifying unit details, and following processes consistently. 

• Problem-Solving and Adaptability: Able to quickly assess customer needs, troubleshoot issues, and escalate problems to the service manager when beyond personal ability. 

• Time Management and Efficiency: Capable of managing multiple tasks simultaneously, prioritizing based on urgency, and ensuring timely completion. 

• Dependability and Accountability: Takes ownership of tasks, follows through on commitments, and ensures deadlines and customer satisfaction are met. 

• Customer Service Orientation: Provides friendly, professional customer service, actively listening and addressing concerns while following proper communication protocols. 

• Collaboration and Teamwork: Works effectively with team members across departments to ensure a seamless and efficient customer service experience. 

• Communication Skills: Communicates clearly with customers and colleagues, both in person and over the phone, while adapting style to the situation. 
• Willingness to Work Overtime: Open to working overtime as needed to meet customer demands. 

Salary : $22