Service Writer

Summary Description:

Maintains accurate and on-time reports and records and account numbers relative to the service department’s operation within the dealership. Assure that all charges related to work orders are posted properly. Assure all work orders are closed on a timely basis. Must conduct themselves in the presence of customers in a manner that promotes a positive image of the company.

Major Duties and Responsibilities:

Service Department Operations:

• Handles Repair Order charges, computation of charges, submission and follow-up.

• Maintains the service library with information that is current.

• Maintains a clean and safe work area

• Accounts for all timecard and inputs mechanics time into the CDK program

• Ability to use Word, Excel, and Outlook

• Follow all safety rules and regulations in performing work assignments

• Handles service department filing and records.

• Updates customer profiles using equipment, hours or other information from the customer work orders.

• Maintains accessories and supplies and prepares replacement orders for the Service Manager’s approval.

• Completes other duties as assigned.

2. Customer Service:

• Assist in handling customer complaints and concerns

• Be aware of and track “comebacks” and make sure the problem is corrected to the customer and dealership’s satisfaction

• Greet customers immediately in a courteous manner via phone or in office

• Treat customers fairly and with honesty, and demonstrate our commitment to superior customer service and ethical business practices

3. Commitments

• Treat all employees and customers fairly, courteously and with dignity

• Maintain positive relationships with customers, other employees and owners

• Be early, flexible and available for scheduling

• Focus on Quality & Service

• Be neat clean and organized

• Demonstrate an interest in growing the dealerships business

4. Qualifications and Job Requirements:

• Must have outgoing, friendly personality and superior communication & customer service skills

• Experience working in a service department

• Ability to write and work on routine reports and correspondence

• Ability to negotiate customer complaints to a satisfactory resolution

• Knowledge and experience with products or demonstrate the ability and desire to learn them

• Experience with common dealership or point of sale computer systems

• Good computer skills

• Knowledge of office procedures

• Good organizational ability

• General understanding of mechanical/technical terms.

• High school diploma or GED equivalent

5. Physical Demands:

• The noise level in the work environment is usually moderate

• Requires the use of both hands

6. Working Conditions:

• Service Department Atmosphere