Service Writer

The service writer is the main contact for our service customers. They must have excellent customer service and organizational skills as they are responsible for the booking, receipt and flow of all incoming work, communicating with customers and with all other internal departments specifically the following:

Accountabilities:

• Assist with telephone answering and directing calls
• File service department work order, invoices, PDI sheets and supplier bulletins etc.
• Greet customers in a timely, friendly manner and obtain all specific vehicle / customer information required for proper repairs, contacting customer and invoicing.
• Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
• Prepare repair estimates and obtain manager approval prior to supplying to customer.
• Utilize Service Information at the time of write up to print off documents, check for recalls and Authorized Field Changes (AFC). Keep files on all recalls and authorized field changes. Check for vendor or extended warranties and warranty start dates.
• Investigate progress of vehicle repairs and contact customer with status changes / promised delivery time if required. Communicate to customers any additional required repairs needed.
• Explain completed work and charges to the customer.
• Obtain customer signature on the repair order and provide customer a copy of the repair order. Ensure all customer invoices are authorized and signed by the customer before the unit leaves the dealership.
• Follow all policies and procedures as outlined by management.
• Assist with processing of warranty claims
• Open and close repair orders as required

Qualifications that a candidate MUST possess in order to gain consideration for this position:

• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct his / her self in a professional manner.
• Have the ability to work other shifts for coverage of sick days or vacation relief.
• Have the ability to deal with large volumes of work and stressful situations.

Qualifications that are WANTED in a candidate:

• Microsoft programs and applications would be useful in this role.
• CDK / ADP accounting experience.
• Good organizational skills.
• The knowledge and understanding to communicate service maintenance requirements i.e. Oil change interval, axle lube changes, required adjustments etc.

Monday to Friday8am to 5pm