Service Writer Lead
3 weeks ago
Prestige Career Solutions is seeking a skilled Service Writer to join our team.
About the Role:The Service Writer serves as the primary point of contact for customers, ensuring high-quality customer service and promoting business growth at the branch location. This role involves managing customer relationships, analyzing customer needs, creating work orders, preparing repair plans, and ensuring customer satisfaction through effective communication and service coordination.
Key Responsibilities:- Customer Interaction: Serve as the primary contact for customers, both over the phone and at the branch, developing and maintaining positive relationships with key customers.
- Work Order Management: Analyze customer needs, gather relevant information, and open work orders. Provide accurate quotes, develop repair plans, and schedule work.
- Repair Plan Development: Create detailed work orders, including diagnostic plans, quotes, and repair plans. Determine the length of repairs based on parts and labor availability and review plans with the Service Supervisor/Team Lead before contacting the customer.
- Scheduling and Coordination: Work closely with the Service Supervisor and/or Team Lead to schedule job assignments and manage repair timelines.
- Customer Issue Resolution: Develop strong customer relationships and resolve concerns regarding warranties (Client or distributor), explaining charges and repair processes.
- Performance Monitoring: Monitor key performance metrics for the workshop, such as labor productivity and customer satisfaction, and assist in achieving service goals.
We offer a competitive salary range of $45,000 - $60,000 per annum, depending on experience.
Required Qualifications:- Proven Customer-Facing Skills: Proven customer-facing skills with a focus on building relationships and providing excellent service.
- Experience: Experience in a dealership or similar service environment is highly preferred.
- Computer Proficiency: Proficiency with computer systems and software, including service management tools and basic office applications.
- Previous Experience: Previous experience in a service writer or similar customer service role in the automotive or heavy equipment industry.
- Familiarity: Familiarity with Client& or distributor warranties is a plus.
- Knowledge: Knowledge of repair processes, parts ordering, and job scheduling.
- Communication Skills: Strong communication and interpersonal skills, with the ability to effectively manage customer relationships and resolve concerns.
- Organizational Skills: Detail-oriented with excellent organizational skills to manage multiple work orders and repair schedules.
- Collaboration: Ability to work collaboratively with service teams and supervisors to ensure timely and efficient repair services.
- Problem-Solving: Problem-solving mindset to address customer inquiries and service challenges proactively.
- Diploma: High school diploma or equivalent required. Additional training or certification in automotive or service-related fields is a plus.
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