About the position
The primary responsibility of the Service Writer is to provide service advice and help customers through the service process. This role involves greeting customers, assisting them with inquiries, and ensuring a smooth service experience.
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 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 service manager regarding work in progress repair orders.
- Collect all documentation for warranty repairs and attach in system.
- Answer phones '3rd ring'.
- Run monthly efficiency reports for management.
- Review work in progress and collect payment on completed repairs.
- Contact customers regarding expiring warranties.
- Work with and submit insurance claims for authorization/payment.
Requirements
- Knowledge of Microsoft Word and Microsoft Excel software.
- Typically 0-2 years of service writer experience.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information to management.
