Service Writer

Big Hometown Motorsports is looking for a self-motivated and energetic customer oriented professional to join our team! We are looking for a passionate, skilled, and articulate person to fill a Service Writer position. We are looking for someone who has a mechanical background and understands the long term value of proper customer service. BIG Hometown is customer driven and we work in an environment that provides exceptional customer experiences.

Maintain and run a smooth and efficient service department with a high degree of customer satisfaction. Accept customer vehicles, recognize problems, service needs and Up Sell each RO. Schedule work and assign jobs to service technicians and communicate job status to customers. Keep accurate and on-time reports and records relative to the service department’s operation within the dealership are essential. Assure that all charges related to work orders are posted properly and are closed on a timely basis. Candidate must be able to process warranty claims.  

Duties and Responsibilities:

• Set up and maintain a smooth running efficient service department with a high degree of customer satisfaction.
• Diagnose problems accurately, and clearly describe them on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Assign jobs to technicians based on skill level and current resource utilization.
• Review work-in-progress to ensure quality and timeliness.
• Assist technicians when they are having difficulty performing service work.
• Determine correct part numbers on repair orders.
• Up Sell to increase line items per Repair Order.
• Make estimates for internal and wreck repairs.
• Open & close all customer paid, warranty, and internal repair orders.
• Follow procedures for quick and efficient handling of warranty items, including and proper storage of these items.
• Become familiar and efficient with Lightspeed required for service and parts management

All of this while maintaining the following: 

• Provide superior customer service to both internal and external customers.
• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Promptly notify customers of any changes, delays, or additional work needed.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to them.
• Give special attention to repeat repairs to ensure the situation is corrected.

Qualifications & Job Requirements: 

• Superior communication and customer service skills.
• Knowledge and experience with servicing motorcycles.
• 2 years as Tech or Service Writer experience
• Experience with point-of-sale and Parts and Service management system (Lightspeed).