Service Writer

Emerald Luxury Coaches Service Center is seeking a self-starter with a passion for helping others, an aptitude for critical thinking and technical problem solving. We count on our Service Writers to deliver both qualitative and quantitative insight to our customers and implement technical solutions to help them continue to enjoy their custom interiors in their horse trailers safely. By providing constant support to our customers, we identify areas for process improvement that allow us to not only deliver for them, but to improve our production line as well. Position may be required to work across a wide variety of Texas weather conditions.

Here's an overview of the tasks and responsibilities:

• Take incoming service calls pertaining to troubleshooting
• Take incoming service calls pertaining to warranty work approvals
• Take incoming service calls and make notes for scheduling outside service appointments and mobile service calls,
• Writing service orders with description of problems and repairs
• Greeting & meeting customers in the parking lot for shipping & receiving RVs
• Develop an understanding of our customers and their work/travel flows
• Deliver outstanding customer service via phone and email by providing solutions to technical issues
• Assist customers in entertainment system configuration, and troubleshooting
• Gather detailed information from customers and document/relay to other team members so that issues can be efficiently investigated and resolved
• Prioritize customer issues; communicate progress as you work to resolve them in a quick timeframe
• Build and maintain strong working relationships with customers
• Work with a wide range of disciplines and personalities, both internally and externally
• Participate in after-hours on-call rotation

Interested? Here's what we need from you:

• Outstanding customer service skills and personal interaction/interpersonal skills
• Excellent oral and written communication skills, including ability to effectively gather and communicate details and explain technical concepts to non-technical audiences
• Ability to learn new applications and processes quickly
• Passion for technology; eager to learn technical skills & troubleshooting tactics
• Strong analytical and problem-solving skills while following processes in place.
• Ability to adapt quickly to changing business and customer needs, maintaining a high degree of flexibility
• Self-motivated, detail oriented, and organized

Bonus points for:

• 1 years working as an RV Service Writer, RV Service Technician
• Cost estimation experience
• Highly organized and detail-oriented approach to day-to-day operations
• Advanced experience with Microsoft Office tools and proficiency working with Word templates and document styles
• Previous knowledge with satellites, rooftop antennas, Dish Network and/or DirecTV receivers and electronic wiring

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift:

• 10 hour shift
• 8 hour shift

Work Days:

• Monday to Friday
• Weekends as needed

Experience:

• Service Calls: 1 year (Preferred)
• Customer service: 1 year (Preferred)
• Troubleshooting: 1 year (Preferred)

Work Location: In person