What are the responsibilities and job description for the Factory Direct Marine & RV - GA is hiring: Service Writer / Warranty Administrat position at Factory Direct Marine & RV - GA?
Factory Direct Marine & RV is seeking a Service Writer and Warranty Advisor.
Job Function :
Full-time position responsible for successful operation and accountability for scheduling and managing Factory Direct Marine & RV Service Department customers, and managing Warranty tasks.
Qualifications :
3 to 5 years service writer experience and / or customer service experience. Customer relations ability, ability to plan and control, product knowledge, administrative skills including computers, problem solving ability, multitasking, sales and up-selling of RV products and service packages.
Duties and Responsibilities :
- Answer telephones and assist customers with service and technical questions as needed
- Properly schedule appointments and check-in customers following Standard Operating Procedures
- Manage work orders on a daily basis through proper Work Order Management
- Process the customer's work order efficiently through the Shop, Warranty, and Parts
- Monitor customer satisfaction with a minimum of 95% CSI Rating
- Develop and maintain high morale with team members throughout all departments
- Read and understand all manufacturer policies and procedures as it pertains to the customer's manufacturer and aftermarket warranties
- Schedule work orders to technicians ensuring that by 8 : 30 a.m. daily, all work is properly routed and staged for each technician
- Improve efficiency of technicians by pre-planning all work and monitoring daily productivity levels
- Up-sell service to customers through menu selling and accessory sales
- Follow up with technicians to ensure all warranty parts are tagged and returned
- Keep and maintain a safe work environment and ensure compliance of all OSHA regulations
- Check all work to ensure that the quality of work performed is satisfactory and signed off
- Close all work orders immediately after inspection of the completed work and all retail money is collected prior to customer taking vehicle
- Ensure that all service customers are called and updated every 2-3 days while their vehicle is in service
- Obtain customer signatures on all repair orders and warranty claim forms when applicable
- Work a minimum of 45 hours during each pay period, less any approved and / or paid time off
- Additional responsibilities as needed or directed
We are an equal opportunity employer and prohibit discrimination / harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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