Service Writer/Advisor

Service Department Operations

• Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
• Document 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.
• Occasionally assist technicians when they need parts or numbers.
• Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used before job starts.
• Perform cashier functions, as needed.
• Make estimates for internal and damage repairs.
• Open & close all customer paid, warranty, and internal repair orders.
• Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items.
• Become familiar and efficient with all phases of the computer system required for service & parts management.

Customer Service

• 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.
• Notify customers ASAP of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
• Sell additional services by pointing out service specials or additional work needed.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Avoid making commitments which can not (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.

Other Duties - As Assigned

Job Type: Full-time

Pay: $29,120.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $29,120 - $50,000