Service Writer

5 days ago

Oakland County, United States Jobster LLC Full time

Job Summary:

Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers. Analyzes customers' needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updates to customers on repair work. Creates complex work orders including diagnostic plans, quotes, and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.

Works with the Service Supervisor and/or Team Lead to schedule job assignments. Develops positive relationships with key customers; resolves customer concerns regarding Client or distributor warranties; explains charges to customers.

Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction.


Key Responsibilities:

• Serve as the primary point of contact with customers either on the phone or at the branch.

• Develop positive relationships with key customers.

• Analyze customers' needs, gather pertinent information, and open work orders.

• Provide quotes, develop claims, prepare repair plans, schedule work, and provide status updates to customers on repair work.

• Create complex work orders including diagnostic plans, quotes, and repair plans.

• Determine the length of repair based on parts and labor availability.

• Review plans with the Service Supervisor/Team Lead prior to customer contact.

• Work with the Service Supervisor and/or Team Lead to schedule job assignments.

• Resolve customer concerns regarding Client or distributor warranties.

• Explain charges to customers.

• Monitor key performance metrics for the workshop, including labor productivity and customer satisfaction.


Required Qualifications:

• Tech appointment scheduling.

• Dealership or similar field experience.

• Computer experience.


Preferred Qualifications:

• Dealership experience or similar experience.

• Experience in writing complaints, moving trucks and RVs, writing warranties, quotes, and selling the job.

• Strong customer service skills for working with vendors and customers face-to-face and via phone/email.


Education: Bachelors Degree

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