Service Writer

Description

This is a Full-time position

Coastal Villages Region Fund (CVRF) is currently accepting applications for a Service Writer to work at our Eek location. The primary job responsibilities for this position include, but are not limited to, supporting Community Service Centers (CSC) and their Mechanic/Welders (M/W) by providing exceptional customer service to community members and staff, producing quotes in a timely manner, and effectively communicating diagnostic information obtained from the M/Ws to the customers.  This position is also responsible for maintaining accurate and organized records, tracking parts orders, and ensuring that constant contact during repair processes is kept with customers.

PRIMARY RESPONSIBILITIES

• Provide superior customer service to internal and external customers and employees by modeling exceptional customer service behavior during all interactions

• Provide administrative support for M/Ws and assist in maintaining a smooth running, efficient service shop with a high degree of customer satisfaction

• Be familiar and proficient with all processes and procedures of the computer system required for service and parts management

• Assist in diagnosing problems accurately and clearly describe them on work orders

• Clearly communicate to customers the estimated costs and completion times of work being provided, as well as offer additional services by pointing out service specials or additional work needed

• Ensure customers’ expectations are set to a level where they will likely be met by avoiding commitments which cannot (or likely will not) be met

• Determine correct parts for work orders, submit purchase requests, receive parts shipments, and document all parts transactions

• Assign work orders to M/Ws based on skill level and current resource utilization

• Review work-in-progress to ensure quality and timeliness

• Occasionally assist M/Ws when they are having difficulties performing service work

• Notify customers promptly of any changes, delays, or additional work needed

• Perform cashier functions and forward all necessary paperwork to the accounting department

• Follow procedures efficiently and maintain records of all customer paid, warranty, work order, and work documents with accounting to ensure compliance

• Handle customer complaints reasonably by showing empathy to the needs of the customer, maintaining a positive attitude, demonstrating special attention to repeat repairs, and ensuring commitment to correcting the situation

• Attend assigned training programs and maintain up-to-date technical qualifications and training certificates

• Other duties as assigned