Automotive Service Writer

Job Description

Job Description

Position Summary

Establish good customer relations by providing timely and complete repair estimates, obtaining relevant customer information, obtaining payments and handling customer queries effectively.

Principal Responsibilities

• Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; checking vehicle maintenance records; examining service schedules.
• Estimate cost of repairing customer vehicles, based on visual inspection, working with the Customer and Automotive Technician, approved company systems, utilizing appropriate parts, cost, and labor rates.
• Evaluate and recommend all repairs by providing and explaining cost estimates to customers.
• Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
• Obtains approvals or signatures to perform work identified in the repair order.
• Works closely with Automotive Technicians, Parts Suppliers and Manager to ensure timely repairs and adherence to repair plan developed.
• Compiles information and enters itemized repair order, future needs and repair actions into company approved management system.
• Effectively communicates and educates customers as to the benefits of utilizing our services, future work needed, repair process and payments owed.
• Ability to plan, organize and properly estimate repairs to assist the Automotive Technician in order to meet performance deadlines, repair times and customer expectations.
• Develops repair plan based on projected estimate and follows vehicle through the repair process.
• Orders parts identified in vehicle repair order and orders from approved parts suppliers for cost effectiveness and efficiency.
• Ensures adherence to all state inspection and emission requirements and properly documents vehicle in state system for compliance.
• Ability to multi-task in a fast-paced work environment with accuracy and promptness.
• Use effective interpersonal skills to maintain positive working relationships with both internal and external customers.
• Ability to communicate effectively, both orally and in writing with both internal and external customers.
• Effectively keeps customers informed about the status of their vehicle during repair process.
• Able to examine products, parts, and work performed for defects, problems or errors during quality control process and ensures anything identified is corrected prior to vehicle being delivered to customer.
• Ensures all parts are returned and credited when deemed not necessary or damaged.
• Ensures all labor, parts bills and credit, sublet and/or tow bills, and payments received are accurately posted for reconciliation with accounting daily and monthly.
• Responsible for obtaining payments and ensuring accounts receivables are reconciled.
• Provides direction to Customer Service Representative, Lot Technicians or Transportation drivers regarding pick up and delivery of vehicles.
• Obtains information and sets appointments for repairs or estimates with customers.
• Work additional hours in accordance with business needs and other demands of the position.
• Adheres to all Company’s procedures as outlined in the Employee Handbook.
• Perform all other duties as assigned.

QUALIFICATIONS FOR ENTRY:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Must know Mitchell Software

· Provide exemplary customer service to all customers, ensure customers are satisfied with work performed and address issues as necessary.

· Professional appearance adheres to Company Uniform Policy and demonstrates a strong work ethic.

· Updating and using relevant knowledge by keeping up to date technically and applying new job knowledge to job.

· Able to keep work area organized, clean and clear of hazards.

· Able to read and understand technical diagrams, estimates and manufacturer specifications.

· Be a positive role model for all team members providing support and enthusiasm – creating a professional, positive work environment.

· Contribute to the goals of the shop, leadership team and the Company as a whole.

· Be at least eighteen years of age.

· Pass a criminal background check and drug screen.

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.

· Walk, lift, reach, stoop, stand, grasp, balance, climb, kneel and crouch for extended periods of time in order to evaluate repair damages.

· Specific vision abilities required include close vision, distant vision and the ability to adjust focus.

· Demonstrate the ability to hear and accurately interpret mechanical, technical and business information in an environment subject to noise, vibration, etc.

· Perform all work safely in a fast-paced work environment.