Service Writer

Summary:

Our Service Writer is the main customer contact person at the beginning and the end of the Repair Order process  As part of the Customer Service Team in the Service Office, the Service Writer is great at multi-tasking as needed to observe, advise, and serve customers in need of repairs with a positive attitude.  The Service Writer is the face of Ebling’s and RS Hollinger's , and it’s important that the communication and interaction with the customer is top notch  .The Service Writer is successful in doing their job well by doing their best in their area of responsibility, by building relationships, by being a peacemaker in disagreements, by having patience, by refraining from negative reflection, and by welcoming constructive personal growth.

Service Writer Responsibilities:

•Start each workday on time with a positive attitude Goal to reach is high quality work, efficiency of time, excellent customer service, and profitability of operations.

•Greet customers and write up repair orders for service. Follow the check in process to discover and advise on repairs needed. Enter all necessary information.

•Answer incoming service phone calls, emails, and business texts.

•Load and Unload customers equipment.

•Oversee warehouse organization of customer equipment.

•Contact customers with completed repairs in accordance with completed process.

•Assist in management of the loaner fleet.

•Assist in billing out completed repair orders in a timely fashion according to billing out process.

•Assist in fielding customer feedback and complaints.

•Interact with everyone in the Service Office to ensure a positive sense of teamwork between Service Office, Service Technicians, and Shop Foreman.

•Daily review prepared shop overview reports.

•Communicate trends, concerns, and goals frequently with Service Manager.

•Other duties as assigned.