Service Writer

Ebling's ServicePlus is seeking a skilled Service Writer to join our team. As a Service Writer, you will be responsible for providing exceptional customer service, ensuring accurate and efficient repair orders, and maintaining a positive customer experience.

• Greet and acknowledge customers promptly, both in person and over the phone.
• Gather customer information and generate accurate repair orders.
• Document customer issues accurately using their own words.
• Verify unit information, complete repair orders, and add helpful notes as needed.
• Communicate repair estimates and track the progress of orders through to completion.
• Seek assistance from the Service Manager when issues escalate beyond your control.
• Follow established processes consistently to minimize errors and ensure smooth operations.
• Use the ID # system to identify customer units efficiently.
• Collaborate with tech support and transfer calls when necessary.
• Coordinate with the receptionist to manage overflow calls.
• Answer phone calls professionally, ending with a recap and a positive closing.
• Assist customers with loading and unloading equipment.
• Collect payments and ensure customer satisfaction at the end of service.
• Assist the delivery driver and ensure professionalism in customer interactions.
• Ensure excellent customer service by following every process and task with attention to detail.

• Physical Requirements: Able to lift, carry, push, or pull up to 50 pounds and perform tasks like bending, climbing, squatting, and kneeling.
• Mechanical Aptitude: Intermediate mechanical knowledge and a natural aptitude to learn more.
• Basic Mathematical Skills: Able to perform basic math calculations necessary for repair work, customer orders, and cost estimation.
• Computer Skills: Proficient in using dealer management software, entering repair orders, tracking progress, and utilizing basic tracking systems.
• Attention to Detail: Accurate in gathering customer information, documenting issues, verifying unit details, and following processes consistently.
• Problem-Solving and Adaptability: Able to quickly assess customer needs, troubleshoot issues, and escalate problems to the service manager when beyond personal ability.
• Time Management and Efficiency: Capable of managing multiple tasks simultaneously, prioritizing based on urgency, and ensuring timely completion.
• Dependability and Accountability: Takes ownership of tasks, follows through on commitments, and ensures deadlines and customer satisfaction are met.
• Customer Service Orientation: Provides friendly, professional customer service, actively listening and addressing concerns while following proper communication protocols.
• Collaboration and Teamwork: Works effectively with team members across departments to ensure a seamless and efficient customer service experience.
• Communication Skills: Communicates clearly with customers and colleagues, both in person and over the phone, while adapting style to the situation.
• Willingness to Work Overtime: Open to working overtime as needed to meet customer demands.