Service Writer

Position Summary:

Responsible for scheduling, estimating, and selling repairs to customer vehicles and communicating with the customer on a timely basis the status of repairs, working in coordination with the technicians and other departments, and addressing problems in a professional manner.

Essential Duties & Responsibilities including the following. Other duties may be assigned.

• Greet customers in a timely, friendly manner.
• Schedule service appointments with the appropriate technician based on skill level.
• Obtain customer and vehicle data prior to arrival, when possible.
• Write up customer’s vehicle problems accurately and clearly on repair orders.
• Provide customer with written and accurate estimate on parts and labor for repairs.
• Get customers signature on estimates and invoice.
• Introduce customers to monthly parts and service specials.
• Establish and verify payment method with customer.   
• Maintains regular communication with technician and updates customer on the progress of their repair. Contact customers and receive approval on any additional parts and labor.
• Review completed repair orders for proper time, parts and accuracy of all information present on repair order.
• Ensure vehicle is parked in assigned area, quality inspected, and ready for pick-up.  Inspection includes: grease marks or smudges inside and out. Floor mat and seat cover are removed and all applicable stickers are installed. (e.g., service sticker, recall sticker, DOT inspection or VIS inspection sticker.)
• Maintain service department forms, and make sure labor pricing guides are up to date.
• Explain all completed work and charges to customers.
• Address customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
• Maintains professional appearance.
• Keeps work area clean and organized.
• Complete assigned training, as required, for product knowledge, transportation safety, and per company policies and procedures.
• Become familiar with and incorporate Elite Support Certification into your daily procedures

General Expectations

• Devote himself/herself to ensuring satisfaction to customers.
• Determine management, production, and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow-up system that encourages follow-through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state, and local requirements which govern the company’s business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company’s non-disclosure and confidentiality policies and agreements.
• Work evening, weekend, and holiday work hours, as requested, to meet customer needs.

Qualifications:

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet the company's production and quality standards.

Physical Requirements

This position requires you to move throughout the company facility primarily in air-conditioned areas for most of the shift, stand, walk bending, twisting and/or stooping, and kneeling or squatting on a regular basis, and frequently seated during deliveries. Lifting over 50lbs on an irregular basis. This position also could involve climbing stairs, reaching and/or lifting overhead on a regular basis. On a regular basis this position involves repetitive hand/finger movement, grasping/grabbing with hands, and pushing & pulling motions. This position will involve driving during varies seasonal weather conditions, both in the daylight and early morning/evening hours are possible.