Automotive Service Writer

2 weeks ago

Bloomfield, United States Bloomfield Garage Inc Full time
Job DescriptionJob Description

The automotive service writer serves as the first point of contact for customers seeking vehicle maintenance or repairs. They are responsible for understanding customer concerns, documenting vehicle issues, preparing repair orders, and communicating with technicians to ensure accurate diagnosis and timely completion of services. Additionally, service writers are tasked with providing exceptional customer service by addressing inquiries, explaining service recommendations, and processing payments.

Responsibilities:

  1. Customer Interaction:

    • Greet customers and discuss their vehicle's service needs.
    • Listen attentively to customer concerns and document them accurately.
    • Explain service options, pricing, and estimated completion times to customers.
    • Address customer inquiries regarding services, warranties, and policies.

  2. Service Documentation:

    • Create detailed repair orders based on customer descriptions and technician inspections.
    • Record vehicle information, including make, model, year, mileage, and VIN.
    • Document services performed, parts used, and labor hours for billing purposes.
    • Maintain organized records of customer interactions, service histories, and invoices.

  3. Technical Communication:

    • Communicate effectively with automotive technicians to relay customer concerns and vehicle symptoms.
    • Coordinate with technicians to prioritize and schedule repairs based on workload and urgency.
    • Verify completed repairs and quality-check vehicles before returning them to customers.

  4. Sales and Upselling:

    • Recommend additional services or maintenance based on vehicle condition and manufacturer recommendations.
    • Upsell products such as preventative maintenance packages, tire rotations, alignments, etc.
    • Explain the benefits of recommended services and address customer concerns or objections.

  5. Administrative Tasks:

    • Process payments, issue invoices, and handle financial transactions accurately.
    • Manage inventory of parts and accessories, including ordering and restocking as needed.
    • Assist with scheduling appointments, coordinating loaner vehicles, and managing service bays' workflow.

Skills and Qualifications:

  • Excellent communication and customer service skills.
  • Automotive knowledge and familiarity with repair procedures.
  • Proficiency in computer software for creating repair orders and managing customer databases.
  • Organizational skills for multitasking and prioritizing tasks effectively.
  • Sales and negotiation abilities for upselling services and products.
  • Attention to detail and accuracy in documenting service records and invoices.
  • Ability to work in a fast-paced environment and handle customer inquiries and complaints professionally.

Education and Experience:

  • High school diploma or equivalent; additional automotive or customer service training is a plus.
  • Prior experience in automotive service writing, customer service, or a related field is preferred.
  • Familiarity with automotive systems, terminology, and repair processes is beneficial.

Overall, an automotive service writer plays a pivotal role in ensuring customer satisfaction, efficient service operations, and revenue generation for automotive service departments.

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