A761
Located in Alvarado, TX
Pay: 18.00
Job Full Description
A service writer acts as a liaison between customers and the service department, primarily in the automotive industry. They are the initial point of contact for customers seeking repairs or maintenance, responsible for documenting vehicle issues, creating repair orders, and communicating with both customers and technicians.
Here's a breakdown of the typical duties, responsibilities, skills, and qualifications:
Duties and responsibilities
- Customer Interaction:
- Greeting customers and answering phones promptly and courteously.
- Listening to customers' descriptions of vehicle symptoms and clarifying problems.
- Communicating with customers to understand their service needs and concerns.
- Providing information about standard maintenance schedules and benefits.
- Providing accurate cost estimates and timelines for services.
- Notifying customers of any changes, delays, or additional work needed.
- Handling customer complaints and ensuring customer satisfaction.
- Performing follow-up calls and emails with customers.
- Service Department Operations:
- Opening and closing work orders, maintaining control until invoiced.
- Writing and submitting service orders for repairs and maintenance.
- Scheduling appointments for service and follow-up.
- Assigning jobs to technicians based on skill level and workload.
- Coordinating with mechanics and technicians to ensure timely and efficient service.
- Reviewing work-in-progress for quality and timeliness.
- Maintaining records of customer interactions and service history.
- Handling repair order charges, warranty validation, and claims.
- Assisting with billing and invoicing for completed services.
- Maintaining service libraries with current information, like bulletins and manuals.
- Administrative Tasks:
- Performing entry-level computer tasks, like maintaining PM currency and parts pricing.
- Issuing purchase orders to vendors for parts and services.
- Ordering and picking up parts.
- Completing other administrative duties as needed.
Skills and qualifications
- Communication Skills: Excellent verbal and written communication skills, including the ability to explain technical information to customers in an understandable way.
- Customer Service Skills: Strong interpersonal skills, a patient disposition, and the ability to resolve conflicts and address customer concerns effectively.
- Technical Knowledge: Basic understanding of automotive mechanics and the ability to identify appropriate repairs for vehicle problems.
- Computer Skills: Proficiency with computer applications, including spreadsheets, word processors, databases, and industry-specific software.
- Organizational Skills: Strong attention to detail and organizational skills, including record-keeping and managing multiple tasks simultaneously.
- Multitasking Ability: The capacity to handle multiple tasks and demands concurrently in a fast-paced environment.
- Problem-Solving Skills: The ability to define problems, collect data, establish facts, and draw valid conclusions.
- Basic Accounting Knowledge: Familiarity with basic math, accounting principles, and electronic payment systems.
- Education and Experience: A high school diploma or equivalent is generally required, with some post-secondary education or vocational training being advantageous. Previous experience in customer service, sales, or the automotive industry is often preferred.
In essence, a service writer is a key player in ensuring smooth and efficient service operations, from the initial customer interaction to the completion of repairs and beyond.
Johnson County, TX
2534
1409 South Broadway Street
Suite B
Joshua, TX 76058
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