Service Writer

Position Description

Service Writer

Reports to:

The Service Manager will report to Service Manager.

Job Overview

The Service Writer acta as the liaison between our company and our customers. The service writer's responsibilities include ensuring the customer's needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions. The service writer will track repairs and the causes of problems, schedule the most appropriate service technician, and process the customers' warranties. To be a successful service writer, you should possess excellent customer service and communication skills. You should also have the ability to translate customers' non-technical descriptions and relate them in a comprehensive and thorough report to the service team.

Key duties

• Initiates services and repairs by ascertaining performance problems and services requested.
• Verifies warranty and service contract coverage, developing estimates, writing repair orders, and maintaining customer rapport and records.
• Ascertains unit problems and services by listening to customer’s description of symptoms, clarifying description of problems, conducting inspections, taking test drives, checking unit maintenance records, and examining service schedules.
• Develops estimates by costing materials, supplies, and labor.
• Calculates customer’s payment, including deductibles.
• Prepares repair orders (RO)/estimates by describing symptoms, problems, and causes discovered, as well as repairs and services required.
• Obtains approval signatures and enters RO/estimate into service database system.
• Maintains customer rapport by explaining estimates and expected return of unit, obtaining customer’s approval of estimates, obtaining and providing contact telephone numbers, and answering questions and concerns.
• Developing strong customer relationships through the successful management of products and service delivery.
• Maintaining computerized customer profile information.
• Developing cost estimates, logging needed parts, and the time needed for repairs, and scheduling the most appropriate Service Technician.
• Conveying all necessary information regarding costs, parts, work, and Technicians to the customers and management.
• Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians.
• Contacting customers in the case of additional work to relay the details and extra costs.
• Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business.

Skills

• Ability to multitask and complete tasks in a timely and efficient manner, while working in a fast paced environment
• Customer focused and be able to provide a high level of service
• Be passionate and energetic about helping customers
• Process and detail oriented with developed organizational skills
• Confident in ability to work under pressure and prioritize
• Excellent interpersonal and communication skills, written and verbal
• Strong time management skills
• Patience and discipline to work to set rules and parameters
• Organizational ability- ability to closely pay attention to detail and ensure that records and reports are accurate
• Ability to learn/use software programs and equipment used by dealership

Qualifications

High school degree or equivalent, Previous RV or automotive service experience is required, general math skills

Experience

Minimum of 2 years of work related experience necessary for the employee to be successful in the position.

Physical Demands

• Stand
• Walk
• Sit
• Lift/Carry 51-100 lbs
• Push/pull 51-100 lbs

Work Environment

Work is performed primarily in service bay, recreational vehicles/trailers, and outdoor settings, in all weather conditions, including temperature extremes. The noise level in the work environment is usually moderate.

Supervisor Signature: ________________________________________ Date: ______________

Owner Approval: ____________________________________________ Date: ______________

Employee Signature: __________________________________________ Date: _____________

UFR has reviewed this position description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisor(s) as deemed appropriate. This document does not represent a contract of employment, and UFR reserves the right to change this position description and/or assign tasks for the employee to perform, as UFR may deem appropriate.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• Health insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Independence, MO 64058: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location