Job Summary: The Service Writer interacts with customers to provide information in response to inquiries about products and/or services, and effectively handles and resolves customer issues and complaints. Effectively communicates with customers through a variety of means (i.e. by telephone, in person, by email or by fax). Service Writers create all service orders, dispatch the orders to the technicians and follow the service order through until completed with a 100% commitment to communication.   

Essential Duties:

• Meets and greets all customers in a professional and courteous manner.

• Creates service orders that reflects all necessary information and clear descriptions of the customer’s issue. Confirms and updates the information in the computer system for all customers (i.e. company name, contact name, telephone numbers, and email address).

• Daily, closes repair orders to ensure the accurate and timely billing of each job.

• Confirms the gross profit (GP) target is met on each job or get approval from the operations service manager to complete the job for billing.

• Consistently communicates a promise time of the work to be completed or to complete an estimate.

• Communicates the progress of the service to the customer at regular intervals.

• Communicates any change in work scope and/or price to the customer.

• Obtains signatures or purchase orders on all service orders (always looks at customer notes).

• Establishes a vital relationship with customer/company representative by delivering a consistently high level of customer service through proper scheduling, communication, and follow up phone calls.

• Works with technicians on development of extra needed work found on jobs during repair process and coordinates these jobs with technicians as they assist with estimating to assure accuracy and communication with the customer.

• Communicates all templates that need to be created, changed or deleted on all repeat billing to the Operations Service Manager.

• Responsible for an overview of Plant Safety and report any process changes to Service Manager.

• Make sure you get contact name and telephone numbers for every customer that comes into our shop and give information to sales.

• Keep up with customers that are scheduled to come in for work and if they are not here on time place a follow up call.

• Handle and resolve complaints on a timely basis and coordination with management to determine how to prevent these complaints in the future.

• Dispatches and tracks service vehicles.

• Confirms that all night call jobs were completed and satisfactory.

• Performs other duties as assigned by shop management.   

Skills/Experience:

• Service Advisor experience preferred.

• Ability and desire to work in a positive, fast paced and high energy environment.

• Strong customer service and organizational skills required.

• Basic proficiency with computers including Microsoft Office and web based applications required

• Must maintain professional appearance at all times.

• Ability to understand and follow instructions.

• Ability to establish the customer’s needs.

• Ability to empathize with the customer’s situation

• Ability to communicate clearly, both written and in speech, in a way customers can understand.

• Ability to resolve customer complaints in an efficient manner.

• Ability to assist Operations Manager in customer relations.

Physical Requirements:

• The physical and mental demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position requires a team member to: read; effectively communicate verbally and/or in written form; remember and analyze information; and remember and understand certain instructions or guidelines.

• While performing the duties of this job, the team member may be required to stand, walk, and sit. This position can be mostly sedentary.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Education/Training/Requirements:

• High School Diploma or equivalent required

• Four years of customer service or equivalent experience is required.

• Service Advisor experience preferred.

Introductory Period:

Progress reports at 30 and 60 days with a review by management at 90 days.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities