Job Description

Service Writer

This position is responsible for providing quality customer service, service sales, and administrative assistance to ABC Service operations.

Key Responsibilities:

• Greets, establishes, and maintains a positive rapport with customers and potential customers in person, on-line or by phone
• Develops a keen understanding of all ABC products and services
• Understands effective service sales processes and actively seeks sales opportunities
• Assists customers in determining needs and promotes ABC products accordingly
• Initiates service order on DSI/Oracle system, secures customer's signature, and closes when completed
• Estimates cost of repair and prepares itemized service order, listing costs of parts and labor
• Initiates and completes credit check when necessary and establishes customer payment arrangements
• Maintains good communication with customer and follows up after work is completed to ensure satisfaction
• Maintains good working knowledge of local, State, and Federal regulations applicable to shop operations including EPA, OSHA, and DOT
• Complies with all company policies and procedures
• Understands customer's needs and is committed to exceed customer expectations every day
• Review, close and collect payment for all outside customer's service invoices
• Works with the parts department to ensure all parts are charged to the proper service order
• Be prepared to provide customers and management accurate updates on the status of all jobs currently in process
• Collect, process, analyze and assemble meaningful and accurate data to present to customers in a clear and intuitive manner
• Review and price all large work orders and/or bids for clients ensuring proper parts billing, informative and succinct tech stories, and labor accounting
• Monitors "Work-in-Process" regularly and problem solves all open jobs to ensure all completed and closeable work orders are closed immediately
• Works closely with the Shop Foreman, Service Manager and Operation Manager in immediately recognizing and communicating jobs with excessive tech time or other excessive cost
• Ability to move and park buses/vehicles on the service lot as needed

Qualifications:

• Previous Service Writer/ Service Advisor or Customer Service training or work experience preferably in the vehicle service industry
• Working knowledge of computer business software to include Microsoft Word, Excel Outlook, or similar business software applications

Skills:

• Must have excellent interpersonal and customer service skills
• Requires strong organizational skills to include the ability to effectively manage multiple projects, prioritize tasks and complete assignments within expected time frames

Physical Demands:

• Ability to frequently move items weighing at least 10 pounds
• Must be able to remain in a stationary positions for long periods of time
• Infrequently positions self and move about in the office area
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, printer, etc.

ABC Companies is an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

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