What are the responsibilities and job description for the Service Advisor/Writer position at Maintenance & Repair?
Benefits:
- 401(k) matching
- Dental insurance
- Employee discounts
- Free food & snacks
- Free uniforms
- Health insurance
- Opportunity for advancement
Are you a customer-focused professional who thrives in a fast-paced service environment? We’re looking for a Service Advisor/Writer to join our team and be the trusted link between our customers and our service department.
As a Service Advisor, you will be the primary point of contact for customers during their vehicle service experience. You’ll guide them through the repair process—from scheduling and service updates to final delivery—ensuring transparency, trust, and satisfaction every step of the way.
As a Service Advisor, you will be the primary point of contact for customers during their vehicle service experience. You’ll guide them through the repair process—from scheduling and service updates to final delivery—ensuring transparency, trust, and satisfaction every step of the way.
Ideal Candidate Traits
- Detail-oriented with strong organizational skills
- Dependable and reliable under pressure
- People-oriented with a passion for customer service and teamwork
- Adaptable and thrives in a dynamic, fast-paced environment
- Results-driven and eager to take on challenges
Key Responsibilities
- Customer Communication & Intake
- Manage incoming calls, screen service inquiries, and route them to the appropriate department (accounting, parts, or sales). Accurately document customer concerns, service needs, and expectations by gathering customer information, detailed unit information and photos (e.g., mileage, data tag) via phone or upon vehicle arrival.
- Documentation & Scheduling
- Follow up on any missing customer documents and input information into our software.
- Coordinate with the Service and Shop Manager to schedule service appointments.
- Prepare and print repair orders (ROs) based on customer concerns and known issues. Generate and print all required forms (e.g., degas tags, test inspection forms, 90-day PMs) with complete headers.
- Service Order & Estimate Management
- Collaborate with the Service and Parts Managers to prepare accurate service estimates and ensure alignment between ROs and quotes.
- Review and update repair orders to reflect additional scope or changes based on vehicle inspections.
- Communicate and obtain customer approval for any additional repairs or modifications. Track all estimates using the estimate/quote log and monitor their status.
- Operations & Workflow Oversight
- Maintain the repair order (RO) rack and associated schedules to ensure workflow accuracy and shop organization.
- Monitor book hours and compare estimated vs. actual hours worked, communicating updates to the Service Manager. Step in to support or temporarily cover Service Manager duties as needed.
- Customer Satisfaction & Follow-Up
- Maintain accurate records of all customer interactions and services performed. Follow up with customers to ensure satisfaction and promptly address any concerns.
- Other Duties
- Perform additional responsibilities as required to support the service team.
Skills and Qualifications
- 5 years of experience in vehicle service and repair; experience with cargo tank trucks or tank trailers is a plus
- Strong understanding of vehicle maintenance and repair procedures
- Excellent communication and conflict-resolution skills
- Exceptional organizational and time management abilities
- Proficiency in Microsoft Outlook, Word, and Excel
- Experience with service management software; Karmak preferred but not required
This is an excellent opportunity to join a team that values integrity, efficiency, and top-tier customer care. If you're ready to contribute to a high-performance service department—apply today.