Service Writer

Description

PURPOSE OF JOB:

This position is responsible for providing superior customer relations and sales service experiences, ensuring the customer and vehicle-related problems are addressed properly. 

JOB DUTIES:

Service Sales

• Sell the proper repairs and/or services responsive to the customers perceived needs.
• Present a service menu of recommended maintenance services to every service customer.
• Obtain accurate parts and labor prices using the appropriate parts source and labor-pricing guides.
• Give every customer an accurate cost estimate when the repair order is initially written.
• Obtain the customers written approval on all repair orders at the time of the write-up or when the closing of additional add-on sales.
• Obtain properly documented telephone approval for all add-on sales when the customers are not present.
• Consistently meet or exceed the sales and other accountability metrics and objectives set by management.
• Achieve or exceed an average monthly customer-pay labor sales rate of 2.0 hours per repair order.

Administration

• Properly, thoroughly, and accurately write repair orders for the categories or work designated by management.
• Separate and distribute repair orders according to department policy.
• Maintain a service scheduling form (route sheet) on a thorough, accurate, and continuous basis.
• Properly document repair order changes.
• Carefully inspect every finished repair order for proper completion, pricing and legibility.
• Document flat rate time or other required timekeeping according to the department and or manufacturers procedures.
• Maintain a record of carryover vehicles.
• Maintain a record of special order parts status.

Communication

• Provide additional vehicle problem/complaint information to the technical staff as needed.
• Maintain communications with the technical staff regarding job status changes.
• Remain continuously aware of the shops workload to determine the kind of work the shop can quickly accommodate.
• Inform the Sales Manager of potential new vehicle sales customers.
• Confirm service appointments the day before the customers scheduled arrival.
• Contact service customers when their vehicle work is finished.
• Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its customers or employees.

General Accountabilities

• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require, currently expected to be minimal.

Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.
• Provide World Class Customer Service for internal and external customers.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure, and correct problems and to strive for process improvement.
• Communicate and exemplify the Companys Mission Statement, Vision Statement, Values, and Philosophy.
• Attend at least ten (10) credit hours of training annually to continue development of work-related skills."

Requirements

QUALIFICATIONS:

Education:

• High school diploma/equivalent is minimally required.
• Associate degree or relevant equivalent experience is preferred.

Experience:

• Previous automotive dealership experience is required.

Other Knowledge, Skills, Abilities & Competencies:

• Must possess a thorough knowledge of customer service excellence and effectively interact with customers.
• Must maintain a positive attitude and willingness to learn in a fast-paced automotive sales environment.
• Must have a working knowledge of computer systems, such as databases and Dealership Management Systems.
• Strong communications skills.
• Strong attention to details.
• Must possess and continuously maintain a valid drivers license with an acceptable driving record."