What are the responsibilities and job description for the SERVICE WRITER REPRESENTATIVE position at Masters Transportation?
Why Work Here?
Great culture, pay, benefits, and investment in your training and development.
With Master's Transportation, you can be part of a fast-growing, innovative company. The Master's leadership team values our people and supports their growth and a positive employee experience. For people looking to contribute, build on their skills, and work together for shared success, it's an exciting time to join the company!
Benefits : Paid Time Off and Paid Holidays.Competitive health insurance, dental, vision, company-paid life insurance, and short / long- term disability benefits.401(k) with company match.Flexible Spending and Health Savings Accounts.Discounts for travel, entertainment and more.Investment in Employee DevelopmentReports To :
Service Manager
Position Type : Full Time
Work Schedule : Monday - Friday
Job Summary :
The Service Writer Representative plays a vital role in ensuring excellent customer service and satisfaction. The Service Writer is responsible for effectively communicating with customers to identify their automotive problems and needs, scheduling service tasks with technicians to ensure timely completion of work and providing clear explanations of services performed and associated charges.
Essential Functions :
Engages with customers to accurately assess and document their concerns regarding their buses and service needsExplains service options and timelines to customers and is the liaison between the customer and technician to ensure clear communication of issues and solutionsProvides accurate estimates for services, repairs, and partsProvides recommendations for additional services based on vehicle inspection resultsCreates and manages work orders for service requestsEnsures all necessary paperwork is completed for warranty and service contractsCoordinates with technicians to prioritize and schedule service work efficientlySchedules appointments and manages the service calendar to optimize workflowWrites detailed Repair Orders (ROs) that capture customer concerns and conveys them to the technician(s)Keeps customers informed about the progress of their service, including any delays or updates during the service cycleProcesses payments and maintains accurate records of customer interactions, service orders, and payments.Ensures customer satisfaction and handles customer complaints or concerns with professionalism and empathyFollows up with customers after service to ensure satisfaction and encourage repeat businessCompetencies :
Customer service skillsComputer skillsOrganizational skillsQuality : detail-orientedTeamworkSupervisory Responsibilities :
None
Work Environment :
This role operates inside an automotive service center
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job :
The employee is regularly required to stand or walk; use hands to finger, handle or feel objects; and reach with hands and armsThe employee regularly is required to walkThe employee is occasionally required to stoop, kneel, or crouchThe employee is regularly required to stand for extended periods of timeThe employee must occasionally lift and / or move up to fifty (50) poundsSpecific vision abilities required by this job include close vision, peripheral vision, and depth perceptionAbility to bend, stoop, and squatAble to read and follow written and verbal instructionsRequired Education / Experience / Certifications :
High School Diploma or equivalent experience1 year(s) of experience as a Service Writer / Advisor or related role in the automotive industryTechnical understanding of automotive systems and automotive service / repairStrong written and verbal communication skillsExcellent customer service skills and ability to resolve conflictProfessional demeanor with a cooperative attitude, capable of maintaining positive working relationships and handling sensitive situations with diplomacyHighly organized and detail-oriented with a proven track record of managing tasks accurately and responsiblyStrong problem-solving and organizational skills with the ability to prioritize tasks and meet deadlinesPreferred Education / Experience / Certifications :
Experience in the bus industry is a significant advantageBackground in automotive technology and repairBachelor's degree in business, sales, or a related field is a plusBilingual : English / Spanish
Travel Requirements :
None
Other Duties
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
AAP / EEO Statement
Master's Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
