Service Writer

Job purpose

This is a high paced job!

Support the Service Center and Operations Manager. Write Repair Orders and provide excellent customer service. Liaison between Service Center and Showroom staff.

The Service Writer is the point of contact for the customers in the service department. They act as a liaison between the customer and technician for service jobs. They must be knowledgeable on the products in order to properly document the repairs needed. They need to have strong analytical and customer service skills. A good Service Writer adds value by monitoring customers’ service intervals to set future appointments – adding service profitability while also prioritizing customer care

Duties and responsibilities

• Answer phones
• Prepare, edit and update Repair Orders
• Develop customer relationships by managing service & repairs
• Sell Parts to Repair Orders, complete and close out Repair Orders
• Process Internal Repair Orders
• Process Tech Repair Orders
• Process Parts Invoices
• Create Estimates
• Maintain daily storage log
• Maintain the new cart delivery preparedness calendar
• Communicate with customers regarding repair estimates and repair status
• Collect payment
• Process parts orders
• Receive parts/Inventory/Stock parts closet
• Parts inventory management, Special Orders and Purchase Orders
• Schedule pickups/deliveries of carts for service
• Prepare Return Merchandise Authorization and Warranty Claims
• Assist with inventory
• Communicate with showroom, management, technicians, vendors and customers

Qualifications

Must possess a minimum of a high school diploma as well as comparable work experience.

Must be computer literate with the ability to learn other programs and systems required to perform job functions.

Integrity, resourcefulness, problem-solving, creativity, organizational skills, multi-tasker, work well under pressure while prioritizing and managing time.

Physical requirements

Must be physically fit and able to lift 40 pounds. Lifting, bending & stooping required.

Working conditions

Casual work environment. Attire is casual with an emphasis on neatness.

Monday-Friday 8-5