Service Writer

Role Description The Service Writer is a full-time, on-site role based in Gainesville, FL, responsible for serving as the primary liaison between customers and the service department. This position involves greeting customers, listening to their concerns, accurately documenting vehicle issues, and creating service repair orders. The Service Writer reviews recommended services, explains pricing and timelines, obtains approvals, and coordinates with technicians to ensure work is completed correctly and on schedule. Day-to-day tasks include updating customers on repair status, answering phone and in-person inquiries, scheduling service appointments, and verifying that final invoices match the work performed. The role also includes maintaining organized records, supporting warranty processes, and contributing to a positive, transparent customer experience aligned with the dealership’s standards.

Qualifications

• Strong customer-focused skills, including Customer Service and Customer Satisfaction, with the ability to build trust and maintain long-term relationships.
• Professional Phone Etiquette and clear Communication skills for handling inquiries, explaining services, and managing expectations.
• Solid Computer Literacy, including comfort with dealership management systems, scheduling tools, and basic office software.
• Ability to learn and communicate basic automotive service concepts, including maintenance schedules, warranty coverage, and repair recommendations.
• Attention to detail and organizational skills for creating accurate repair orders, invoices, and documentation.
• Previous experience in an automotive service, customer service, or retail environment is preferred.
• Ability to work on-site, including standing, walking the service lane, and collaborating with technicians and advisors throughout the day.
• High school diploma or equivalent required; additional technical or service advisor training is a plus.