Service Writer

Service Advisor

• Reports To: Assistant General Manager
• Employment Type: Full-time
• Location: Siloam Springs

Job Summary

The Service Advisor is the first point of contact for service customers and plays a key role in ensuring smooth service operations. This role involves greeting customers, writing up service requests, answering phones, communicating with technicians, and keeping customers informed throughout the repair process. The Service Advisor must be organized, professional, and attentive to customer needs while managing the flow of equipment through the service department.

Key ResponsibilitiesCustomer Interaction

• Greet all customers professionally and listen carefully to their concerns.
• Accurately document service needs and write up work orders.
• Answer phone calls promptly and courteously.
• Keep customers updated on repair progress and estimated completion times.
• Review completed work with customers and address any remaining questions.

Communication & Workflow Management

• Maintain open communication between customers and technicians.
• Log customer check-ins and clearly describe equipment symptoms.
• Monitor work in progress and follow up with the foreman as needed.
• Assist in scheduling jobs based on technician availability and parts readiness.

Administrative Duties

• Create accurate, complete service tickets with labor, parts, and notes.
• Follow procedures for invoicing, warranty claims, and returns.
• Process customer payments and service transactions accurately.
• Keep the counter area clean, organized, and welcoming.

Work Ethic & Time Management

• Remain at the service counter as your primary duty station.
• Answer phones promptly—every missed call is a missed opportunity.
• Use downtime to organize paperwork, prep upcoming jobs, or check service status.
• Take initiative to keep the service flow efficient and productive.

Team Expectations & Boundaries

• Not responsible for performing repairs or diagnostics.
• Not expected to work in the parts department unless requested by management.
• Do not leave the counter unattended unless coverage is arranged.

Skills & Qualifications

• High school diploma or GED required.
• Strong communication and customer service skills.
• Organized, detail-oriented, and able to multitask under pressure.
• Mechanical aptitude or knowledge of outdoor power equipment is a plus.
• Proficient in computer use for scheduling, invoicing, and recordkeeping.

Work Environment

• Indoor, front-counter environment with frequent phone and computer use.
• Occasional trips to service or warehouse areas to check equipment or relay messages.
• Increased activity expected during peak service seasons (spring through fall).

Success in This Role Looks Like

• Prompt and professional customer interactions in person and on the phone.
• Accurate and efficient creation and processing of service tickets.
• Clean, organized counter space and clear documentation.
• Smooth coordination with technicians to manage service flow.

Final Note

As the face of the service department, your attentiveness, professionalism, and communication directly impact customer satisfaction and return business. Staying focused, organized, and available at the counter ensures the service department operates smoothly and efficiently. Your role is essential to the success of the team and store.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance

Work Location: In person

Salary : $16