Service Writer/Advisor

5 days ago

Gillette, Wyoming, United States Floyd's Truck Center, Inc. Full time
Job Description

**Job Summary:**

We are seeking a highly skilled Service Writer and Repair Advisor to join our team at Floyd's Truck Center, Inc. As a Service Writer and Repair Advisor, you will be responsible for estimating and selling repairs to customer vehicles, communicating with customers in a timely manner, and working in coordination with technicians to ensure high-quality repairs.

Key Responsibilities:

  • Determine costs and completion dates, and communicate the expected repair time to customers.
  • Analyze progress to maximize efficiency and maintain high-quality repairs.
  • Delegate jobs to technicians as appropriate, considering skill level and effectively utilizing current resources.
  • Assist the parts department in pulling and posting the correct parts before the start of a repair job.
  • Diagnose problems correctly and accurately describe those problems in the repair order.
  • Work with the service department manager to establish and maintain an effective and proficient service department with excellent customer satisfaction.
  • Be available to aid technicians as needed if they have trouble completing service work.
  • Produce accurate estimates for wreck and internal repairs.
  • Provide cashier transactions when needed.
  • Adhere to procedures for timely and proficient dealing with warranty items, such as correct storage and labeling.
  • Become familiar and proficient with all phases of the computer system needed for parts and service management.
  • Start and finalize repair orders for warranty, customer-paid, and internal repairs.
  • Deal with customer complaints in a sensible manner, showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and increase customer satisfaction and loyalty.
  • Be polite and friendly, greeting customers promptly.
  • Conduct telephone transactions courteously and quickly.
  • Provide excellent customer service for all customers, whether external or internal.
  • Sell supplementary services by notifying customers of service specials or any additional work that is needed on their vehicle.
  • Notify customers promptly regarding any delays, changes, or additional work that is required.
  • When repeat repairs are presented, give special attention as needed to ensure the issue is corrected.
  • Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.
  • Complete assigned training, as required, for product knowledge, transportation safety, and company policies and procedures.

General Expectations:

  • Devote yourself to ensuring satisfaction to customers.
  • Determine management, production, and quality requirements by asking questions and listening.
  • Attend company meetings as required.
  • Maintain a follow-up system that encourages follow-through with assigned projects.
  • Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
  • Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
  • Understand the terminology of the business and keep abreast of technology changes in products and services.
  • Know and understand the federal, state, and local requirements that govern the company's business.
  • Follow lawful directions from supervisors.
  • Understand and follow work rules and procedures.
  • Participate in performance management.
  • Interact well with others and be a positive influence on employee morale.
  • Uphold the company's non-disclosure and confidentiality policies and agreements.
  • Work evening, weekend, and holiday work hours as required.

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