Position Title:  Service Writer
Organization Level: Staff
Organization: Service Organization            

Reports To: Service Manager

Position Purpose:
An integral and vital part of the customer service experience is the manner in which service personnel interact with our customers. This position is crucial to achieve the highest customer satisfaction by performing his / her duties in accordance with current OEM practices and our company’s and procedures.

Accountabilities & Responsibilities include but not limited to:

§ This position is responsible for the receipt and flow of all incoming work, communication with customers and constant communication with all other internal departments.
§ Greet customers in a timely, friendly manner and obtain all specific vehicle / customer information required for proper repairs, contacting customer and invoicing.
§ Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
§ Obtain customer signature on the repair order and provide customer a copy of the repair order.
§ Must be able to understand, communicate, and evaluate all vendors and Int’l. Warranty guidelines, approval processes and policies during the write up and repair process.
§ Establish customers’ method of payment, Purchase Order requirements and estimate requirements if needed at time of write up.
§ Investigate progress of vehicle repairs and contact customer with status changes / promise time if required.
§ Ensure vehicles are parked in assigned area’s, trucks are locked and keys are tagged and properly stored.
§ Explain completed work and charges to the customer.
§ Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.
§ Have the ability to utilize ISIS at the time of write up.
§ Pursuing computer based training to further product knowledge

Qualifications that a candidate MUST possess in order to gain consideration for this position:
§ Must be a team player with a strong sense of commitment to the customer.
§ Must be self motivated and have good written and verbal communication skills.
§ Must conduct his / her self in a professional manner.
§ Have the ability to work other shifts for coverage of sick days or vacation relief.

Qualifications that are WANTED in a candidate:
§ Microsoft programs and applications would be useful in this role.
§ Good organizational skills.
§  Working knowledge of International and supplier / vendors warranty policies.
§  Possess valid Class B - Commercial Drivers License.
§ The knowledge and understanding to communicate service maintenance requirements i.e. Oil change interval, axle lube changes, required adjustments etc.

Performance Goals:

Gross Service Sales
CSP Customer Response:
§ Helpfulness of the Service Advisor
§  Courteous Treatment by the service staff
§  Explanation of Service Charges
§  Accuracy of job write up by service advisor
§ Service Advisors concern about vehicle downtime