Service Writer

4 months ago

Sioux City, United States North American Truck & Trailer, Inc. Full time
Job DescriptionJob Description

Sioux City Truck & Trailer is looking to fill our 2nd shift Service Writer positon.

At North American Truck & Trailer, we pride ourselves on our energetic atmosphere. By joining our team, you can experience a rewarding career with a leader in the truck industry. We are always looking for great candidates to join our team.

Key Responsibilities:

  1. Customer Interaction:

    • Greet customers and provide a welcoming and professional first impression.
    • Listen to customer concerns, questions, and descriptions of vehicle issues.
    • Communicate effectively to understand and document the customer's service needs.

  2. Service Recommendations:

    • Consult with customers to assess their vehicle's maintenance or repair requirements.
    • Make service recommendations based on manufacturer guidelines, service schedules, and vehicle inspection results.
    • Explain recommended services, including the scope of work, estimated costs, and timelines.

  3. Cost Estimates and Invoices:

    • Provide customers with accurate cost estimates for proposed services.
    • Create detailed service orders and invoices, ensuring clarity and transparency in pricing.
    • Review final invoices with customers, obtain approval, and process payments.

  4. Scheduling and Coordination:

    • Schedule service appointments based on customer availability and shop capacity.
    • Coordinate service appointments with the service team, ensuring efficient workflow.
    • Monitor repair progress and update customers on timelines and any unexpected delays.

  5. Parts and Inventory:

    • Order necessary parts and materials for service and repairs.
    • Maintain an organized inventory of commonly used parts and supplies.
    • Monitor parts deliveries and ensure availability for scheduled repairs.

  6. Customer Satisfaction:

    • Maintain a high level of customer satisfaction by addressing concerns and providing regular updates.
    • Handle customer complaints or issues professionally and aim for resolution.

  7. Technician Communication:

    • Communicate service requests, vehicle histories, and customer preferences to the service technicians.
    • Ensure clear and accurate documentation of services performed.

  8. Record-Keeping:

    • Maintain organized and accurate records of customer interactions, service orders, and invoices.
    • Update customer profiles and vehicle histories as needed.

  9. Sales and Upselling:

    • Identify opportunities to upsell additional services or recommended maintenance.
    • Promote service packages, specials, and loyalty programs to customers.

Qualifications:

  • High school diploma or equivalent; additional training in automotive technology or customer service is a plus.
  • Proven experience as a Service Writer, Service Advisor, or in a similar customer service role within the automotive industry.
  • Knowledge of automotive systems, maintenance, and repair terminology.
  • Strong communication and interpersonal skills.
  • Excellent customer service orientation and the ability to build trust and rapport with customers.
  • Proficiency in computer software for scheduling, invoicing, and record-keeping.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Problem-solving skills and attention to detail.
  • Valid driver's license (if required).

Service Writers are essential in providing customers with a seamless and satisfying service experience while ensuring that their vehicles receive necessary maintenance and repairs. Their role involves effective communication, service coordination, and attention to customer needs, contributing to the overall success of the service department or repair shop.



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