Service Writer/Assistant Service Manager

Job Description

Job Description

Summary: This position is responsible for communicating with customers about their truck repair needs and supervising the Service Technicians. This position plays a key role in supporting the company goal of financial responsibility by following up with existing customers to ensure satisfaction and by building new opportunities. Duties include greeting customers, answering phone calls and helping customers to determine repairs and relevant costs, maintaining up-to-date knowledge about mechanical services, creating estimates, obtaining approvals and contacting customers to update them about their vehicle’s repair status, assigning workload to the technicians based on skillset, and ensuring productive and efficient workflow of the shop. This includes supporting the company's goals and values through providing excellent customer service and consistent communication to both internal and external customers and writing fair estimates to support the financial health of the organization.

This position rotates on-call dispatching of road service duties with the administrative team.

Duties and Responsibilities include the following. Other duties may be assigned.

• Greet all customers in-person and via phone with a high level of customer service and the first and primary point of contact for mechanical customers. Ensures that all customers (in person or over the phone) are greeted in a courteous, timely and professional manner.
• Ensure customers are aware of upsell opportunities.
• Pro-actively communicate with existing customers to make them aware of future service needs such as preventative maintenance.
• Obtain relevant and accurate customer information for creating and maintaining repair orders.
• Ensure customer specific requirements are being met in order to complete and bill the repair order to the customer. Each repair order must be completed and accurate within 48 hours of completion of the job and prior to submission to management for billing.
• Establishes good ongoing customer relations by providing fair and accurate estimates within reasonable timelines.
• Unsure that all estimates have customer approval before assigning to a technician.
• Responsible for assigning work orders to technicians based on skillset, current production schedule and parts availability.
• Review work orders with the technician and involve the foreman or general manager if needed.
• Address performance or attendance issues with the technicians as needed.
• Provide customers updates throughout the life-cycle of the repair; to include labor and/or parts delays or additional repair concerns. Obtain pre-approval from the customer for all supplements prior to moving forward.
• Maintain strong communication with the Parts Department to ensure parts are ordered and received in a timely manner.

Qualifications:

- REQUIRED - Proficiency in service writing within the auto/truck or dealership environment is a REQUIREMENT

- 3 years or more of estimating and advising experience within the auto/truck or dealership environment is a plus. Heavy Duty and truck experience is highly preferred.

- Knowledge of the trucking industry and/or fleet management is a bonus.

- Prior supervisory experience is not required but is preferred.

- Excellent customer service and communication skills is a MUST.

- Must be a team player

- Must be highly organized and work well with deadlines.

- Must be able to juggle numerous tasks and prioritize.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

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