What are the responsibilities and job description for the Service Writer position at LIFT TRUCK CENTER INC?
Summary
The Service Writer is responsible for demonstrating professionalism, integrity and positively influencing company morale. The Service Writer's responsibilities include creating and maintaining healthy relationships with customers ensuring the customer's needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions. Service Writer responsibilities revolve around the needs of the customer. The Service Writer acts as a liaison between customers, technicians and service salespeople, to provide information pertaining to repairs recommended by technicians and the Service Department. The service writer facilitates quoted transactions between customers and the company working with the Dispatcher giving awareness of approved quotations and communicating those with the appropriate sense of urgency and coordinating with the customer’s schedule. Other general service department duties as directed by the Service Manager.
Essential Functions-Kaizen (continuous improvement of process and reduce waste)
- Administrative – Maintain department communication to complete work efficiently and grow parts and labor sales. Utilize Softbase business system for opening service estimates, tracking the status of paperwork and working with Dispatch to schedule repairs. Track and report quotation activity as it is processed. Maintain a clean, orderly, and safe work area and appearance.
- Manage – Review quote requests from technicians continually to consistently complete and deliver estimates to customers within two-days of the request. Convert estimates to work orders and work with the Dispatcher to schedule repairs.
- Personal - Utilize excellent customer service and communication skills to translate customers' estimates to non-technical descriptions and relate them in a comprehensive and thorough report cost estimate.
Other Functions
- Heighten visibility to customer issues needing attention
- Assist Dispatcher and Service Administrator and back up when needed
- Assist with other duties as requested
- Interpersonal skills necessary to communicate and follow instructions effectively and to provide information to customers, coworkers and other departments with standard business courtesy and tact.
- Communicate and maintain special requirements associated with servicing customers
- Track estimate volume and conversion rate with program provided.
- Customer satisfaction follow-up calls and emails
Knowledge/Skills/Abilities
- Knowledge and understanding of invoice/ estimate components (ex: Bill To, Ship To, Sale Price, Sales Tax)
- Strong focus on customer service and communication
- Strong knowledge of Microsoft Office and Internet.
- Basic knowledge of office machines, including copier, fax, and printer.
- Able to communicate effectively as appropriate for the needs of customers or coworkers.
- Able to process work with accuracy and strong attention to detail and follow-up (use of Microsoft Tasks)
- Able to create and work effectively in a team environment and independently.
- Able to complete required documentation and reports in a timely manner to meet deadlines.
- Able to perform multiple tasks simultaneously, organize and prioritize numerous tasks
- Demonstrates openness to new procedures, technology, and implementation.
- Full time M-F from 8:00-5:00
- Job description is subject to change based on the ever-changing business environment.
Physical Requirements and Work Schedule
- Able to do occasional lifting of up to 25 lbs.
- Employee must be able to stand, bend or crouch as required.
- Employee is subject to outside environmental conditions occasionally, inside conditions frequently, with protection from weather conditions but not necessarily from temperature change.
- Employee must maintain valid driver’s license and be able meet the requirements of the Company vehicle insurance carrier.
Education/Work Experience
- High school diploma or GED required.
- Two-year certificate from a college or technical school or at least five years related experience and/or training in the subordinate position.
Lift Truck Center, Inc. is an equal opportunity employer. Lift Truck Center, Inc. is an equal opportunity employer. Finding the right employee is vitally important to our team. If hired, we recognize that you retain the option, as does the Company, of ending your employment with the Company at any time, with or without notice and with or without cause. As such, your employment with the Company is at-will and neither this letter nor any other oral or written representations may be considered a contract for any specific period.