Service Writer

Job Title: Service Writer

The primary responsibility of the Service Writer is to provide service advice and help customers through the service process.

Essential Duties and Responsibilities:

• Greet customers and assist them with any inquiries they may have, either by phone or in person.
• Perform equipment walk-around and documentation of customer concerns to enable the technician to properly diagnose and service the equipment.
• Create, process, and bill customer repairs in the operating system.
• Consult with customers on applicable service specials and all hourly fees and charges.
• Prioritize required services and be prepared to provide options upon request.
• Schedule service calls and inform service employees of appointments.
• Document declines for services and ask for follow-up on future service considerations.
• Keep customers informed on completion times, service expenses, and possible changes.
• Provide basic support for all owner inquiries, whether by phone or in person.
• Spend quality time building relationships with customers.
• Create reports for the service manager regarding work-in-progress repair orders.
• Collect all documentation for warranty repairs and attach it in the system.
• Answer phones.
• Run monthly efficiency reports.
• Review WIP and collect payment on completed repairs.
• Contact customers regarding expiring warranties.
• Work with and submit insurance claims for authorization/payment.

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Knowledge and Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word and Microsoft Excel software.

Education and/or Experience:

Typically 0-2 years of service writer experience.

Language and Interpersonal Skills:

Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information to management.

Reasoning Ability:

Ability to interpret a variety of instructions furnished in written or oral form.

Certificates, Licenses, and Registration:

None required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

---