Service Writer - Dispatch

Job Summary:

The Service Writer/ Dispatcher acts as a liaison between customers and the service team to handle customer interactions, document service needs, provide estimates, and communicate with technicians to ensure repairs are performed accurately.  They will also coordinate field activities and staff by delivering assignments, instructions, and alerts via the organization’s communications network.

Description of Responsibilities: 

• Greet customers in a professional and courteous manner, assessing their service needs accurately.
• Provide clear explanations of services and repair options, ensuring customers understand the processes involved.
• Create and manage service orders, documenting customer requests, vehicle details, and service history.
• Collaborate with technicians and service managers to prioritize and schedule service work, ensuring timely completion of tasks.
• Maintain continuous communication with customers regarding the status of their vehicles, providing updates on repairs, timelines, and any additional services required.
• Follow up with customers post-service to ensure satisfaction and gather feedback for service improvement.
• Maintain accurate records of service transactions, customer interactions, and service history within the management system.
• Communicate effectively with customers, technicians, salespersons, and other company personnel on the status of repairs. 
• Manage/review work in progress daily and ensure timely completion of all planned maintenance service.
• Schedule, dispatch, and deploy staff, vehicles, and/or units based on communications/PMs received.
• Use multi-line telephone system, mobile phones, GPS systems, and other communications methods and networks.
• Enter special requests and customer information into the system and assist with processing paperwork for completed service. 
• Performs other duties as assigned.

Required Skills & Qualifications: 

• Must be able to multi-task, be self-motivated, and have strong customer service skills. 
• The candidate must have the ability to work independently and be a team player.  
• High school diploma or equivalent; additional education or certifications in automotive or service management is preferred.
• Proven experience in customer service or service writing role, preferably within the material handling/ forklift industries.
• Strong organizational skills with the ability to manage time effectively and handle multiple priorities.
• Excellent verbal and written communication skills, demonstrating clarity and professionalism.
• 2 years of computer knowledge, basic data entry
• Proficiency in using service management software and basic computer applications; Microsoft Office Suite or related software. 
• Valid driver’s license.

Pay Rate: 

Pay rate is dependent upon education and experience.

Required Experience: 

• 3 years in material handling
• At least one year of related dispatching experience preferred.

Physical Demands and Competencies: 

Standing, walking, talking, sitting, using hands & hearing. Sedentary work that primarily involves sitting or standing but may require occasionally lifting and/or moving up to 25 pounds. Data entry, telephone, reading/writing, reasoning, organizational, communication, and math skills. Safety & Product Knowledge. Ability to direct the work of others. Ability to work in a fast-paced environment. Warranty training/knowledge. Basic knowledge of Microsoft Word and Outlook.

Other Duties:  

Job offers are contingent upon all required pre-employment screenings, which may include but are not limited to background checks, drug/alcohol testing, fit-for-duty testing, and any other job-related tests or screenings. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.