What are the responsibilities and job description for the Service Writer position at gearhead auto repair?
Job Description: Automotive Service Writer
Position Title: Service Writer / Service Advisor
Department: Front Office / Service Department
Reports To: Shop Manager / Owner
Employment Type: Full-Time
Position Summary
The Service Writer serves as the communication link between customers and the technician team. This role is responsible for greeting customers, understanding their vehicle concerns, preparing accurate repair estimates, managing workflow in the shop, and ensuring an exceptional customer experience. The ideal candidate is organized, customer-focused, and able to thrive in a fast-paced automotive environment.
Key ResponsibilitiesCustomer Service & Communication
- Greet customers in person and over the phone; schedule appointments and answer service-related questions.
- Listen to customer concerns and accurately document symptoms or issues.
- Clearly explain recommended repairs, services, and maintenance needs.
- Provide updates to customers regarding repair status, additional findings, and timelines.
- Handle customer complaints or concerns professionally and promptly.
Service Intake & Documentation
- Create work orders, repair tickets, and service estimates using shop management software.
- Verify customer information, vehicle history, and warranty/coverage details.
- Communicate customer concerns to technicians clearly and accurately.
Shop Workflow Coordination
- Prioritize daily work schedules and assign jobs to technicians.
- Monitor the progress of repairs and follow up as needed.
- Ensure parts are ordered and available to meet job timelines.
- Maintain communication between technicians and customers for efficient workflow.
Sales & Profitability
- Provide clear, accurate repair estimates and secure customer authorization.
- Upsell additional services based on manufacturer recommendations and vehicle needs.
- Track and achieve sales goals set by the shop.
Office & Administrative Duties
- Maintain organized records of invoices, work orders, and appointments.
- Process payments, handle billing, and ensure proper invoicing.
- Maintain a clean, professional, and customer-friendly office environment.
QualificationsRequired
- High school diploma or equivalent.
- Strong communication and customer service skills.
- Basic understanding of automotive systems and terminology.
- Ability to multitask and manage a fast-paced workflow.
- Proficiency with computers and shop management software (training available).
Preferred
- Prior experience as a Service Writer, Service Advisor, or similar position.
- Knowledge of automotive repair processes, parts, and labor times.
- Experience in a mechanic shop, dealership, or automotive customer service environment.
Key Competencies
- Excellent interpersonal and problem-solving skills.
- Attention to detail and strong organizational abilities.
- Ability to build trust and maintain positive customer relationships.
- Strong time management and prioritization skills.
- Team-oriented mindset with the ability to coordinate with technicians and office staff.
Work Environment
- Office-based position within a mechanic or repair shop environment.
- Fast-paced with frequent customer interaction.
- Occasional exposure to shop floor noise and vehicle areas.
Job Types: Full-time, Part-time
Pay: $600.00 - $1,000.00 per week
Expected hours: 30 – 40 per week
Work Location: In person
Salary : $600 - $1,000