What are the responsibilities and job description for the Service Writer position at Norlift, Inc?
Service Writer
The Service Writer is responsible for creating accurate and professional repair estimates, communicating recommendations and pricing to customers, managing open estimates, and following up to ensure timely customer decisions. This role serves as a key liaison between customers, technicians, dispatch, and the parts department to deliver outstanding service and support daily operations.
Key Responsibilities
- Write accurate, itemized repair cost and time estimates using specialized software, in a timely manner.
- Communicate repair recommendations, pricing, and estimate details to customers, by phone, email and text.
- Manage and track open estimates, through software, following up with customers on approval status.
- Support technicians, customers, and internal teams to ensure efficient workflow and customer satisfaction.
- Maintain accurate customer records.
- Receive and process incoming freight shipments.
- Prepare and ship outgoing freight.
- Deliver parts to field technicians as needed.
- Assist the parts department with phone inquiries and walk-in customers and serve as the first backup for Dispatchers as necessary.
Qualifications & Skills
- Mechanical aptitude and a strong understanding of equipment and repair processes.
- Familiarity with parts lookup processes and parts identification.
- Excellent customer service skills with the ability to interact professionally with a wide variety of personalities.
- Communication skills: Active listening, verbal and written communication.
- Ability to build trust and develop positive relationships with customers and coworkers.
- Proficient with computers, software applications, and fast, accurate data entry.
- Sales skills: communication, relationship building, consultative, follow ups.
- Highly organized with strong follow-up and time management skills.
- Team-oriented with a positive attitude and a willingness to help wherever needed.
Preferred Attributes
- Experience in service, automotive, equipment, trucking, agricultural, or related industry.
- Strong problem-solving skills and attention to detail.
- Ability to thrive in a fast-paced environment while managing multiple priorities.
Core Competencies
- The Golden Rule-We strive to treat others - whether our team, our vendors, or our customers - as we ourselves wish to be treated
- Ownership Mentality-We take initiative, seek out solutions, and hold ourselves accountable to follow through with results
- Unwavering Integrity-We do what is right, even when it's costly
- Humble Confidence-We have confidence in the value we bring, while never forgetting there is always more to learn
- Selfless Teamwork-Success is never merely an individual effort - it is the result of people supporting one another to get the job done
- Excel Still More-Having done all these things, excel still more
Benefits
- Consistent hours with weekends and holidays off
- Healthy work environment with a great team
- 401(k)
- 401(k) matching
- Health insurance
- Dental insurance
- Disability insurance
- Life insurance
- Employee assistance program
- Paid time off
- 6 paid holidays
PRE-EMPLOYMENT REQUIREMENTS: Potential employees must submit to a pre-employment drug screening* and background check. *This is considered a safety sensitive position and THC will be tested in the drug screen.
Norlift is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, creed, color, age, sex, disability, religion or national origin.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.