Find & Apply For Customer Service Representative Jobs in Avon, New York

Service Writer / Service Advisor - Medium & Heavy-Duty RepairPosition Summary We are seeking an experienced, organized, and customer-focused Service Writer / Parts Advisor to join our medium- and heavy-duty repair shop. This position is responsible for managing the entire repair process from the initial customer request through completion and invoicing. The Service Writer will serve as the primary point of contact between our customers, technicians, parts vendors, and management. This role requires strong communication, mechanical understanding, organization, and the ability to prioritize and coordinate multiple repair jobs in a fast-paced shop environment. The ideal candidate understands the demands of commercial and heavy-duty equipment repair and can effectively balance customer service, technician productivity, parts coordination, scheduling, and profitability. Key ResponsibilitiesCustomer Service & Communication Serve as the primary point of contact for customers throughout the repair process. Receive and respond to customer service requests by phone, email, and in person. Gather accurate information about vehicle/equipment concerns and document customer complaints clearly on repair orders. Communicate repair recommendations, estimates, job status, delays, and completion timelines to customers. Obtain customer authorization for inspections, repairs, parts, and additional work. Provide customers with regular updates regarding the status of their vehicles or equipment. Handle customer questions and concerns professionally and work toward timely resolutions. Maintain strong customer relationships through clear, honest, and professional communication. Technician Coordination & Work Distribution Review incoming repair requests and determine the appropriate workflow for each job. Schedule vehicles and equipment into the shop based on priority, technician availability, parts availability, and promised completion times. Assign and distribute work to technicians according to skill level, workload, and job requirements. Communicate customer concerns, repair priorities, and specific job instructions clearly to technicians. Work closely with technicians throughout the repair process to understand diagnostic findings, repair requirements, and additional work recommendations. Monitor technician progress and adjust scheduling and workflow as needed. Help maintain an efficient workflow that keeps technicians productive and minimizes downtime. Parts Coordination & Purchasing Work directly with technicians to identify the correct parts required for repairs. Research and source parts through approved vendors and suppliers. Obtain pricing and availability and compare options when appropriate. Order the correct parts based on technician recommendations, vehicle specifications, VIN, make/model, and application. Communicate with parts vendors regarding availability, pricing, delivery times, returns, warranties, and core charges. Track special-order and back-ordered parts and communicate delays to customers and technicians. Receive and verify incoming parts against purchase orders and repair orders. Ensure parts are correctly assigned to the appropriate job. Process parts returns, cores, warranties, and credits as necessary. Maintain accurate records of parts purchased and used on each repair order. Repair Orders, Estimates & Billing Create accurate repair orders and maintain complete documentation throughout the repair process. Build estimates based on technician recommendations, labor requirements, parts, outside services, and shop policies. Review completed work with technicians to ensure all labor, parts, materials, and services are properly documented. Verify that parts and labor are accurately billed to the correct repair order. Prepare final invoices and ensure all charges are accurate before presenting them to the customer. Communicate completed repairs and final costs to customers. Obtain final authorization when required and coordinate vehicle/equipment pickup or delivery. Assist with warranty claims, fleet billing, purchase orders, and other customer-specific billing requirements. Scheduling & Shop Workflow Maintain the daily and weekly shop schedule. Balance customer commitments with technician capacity and parts availability. Prioritize emergency, breakdown, fleet, scheduled maintenance, and other time-sensitive repairs appropriately. Coordinate drop-offs, pickups, inspections, diagnostics, and repair appointments. Monitor open repair orders and follow up on jobs that are waiting for parts, authorization, or additional information. Identify scheduling conflicts and communicate changes quickly to affected customers and technicians. Help maximize technician productivity and overall shop efficiency. Qualifications Previous experience as a service writer, service advisor, service manager, dispatcher, parts coordinator, or similar position in a repair environment. Experience with medium- and heavy-duty trucks, diesel equipment, trailers, or commercial vehicles strongly preferred. Strong understanding of vehicle repair, parts, labor, diagnostics, and general shop operations. Excellent communication and customer-service skills. Strong organizational and time-management abilities. Ability to manage multiple repair orders and priorities simultaneously. Ability to communicate effectively with both highly technical technicians and customers who may have limited mechanical knowledge. Strong computer skills and the ability to learn shop management and parts systems. Ability to read and understand technician recommendations, parts information, estimates, and repair orders. Strong attention to detail with a focus on accuracy in parts ordering, scheduling, documentation, and billing. Ability to work effectively in a fast-paced environment. Must be dependable, professional, and able to work as part of a team. Ideal Candidate The ideal candidate is someone who can keep the entire shop moving . They understand that a service writer is more than someone who writes repair orders—they are the communication and coordination link between the customer, technician, parts department, and management. The successful candidate will be comfortable making decisions, following up on outstanding items, solving problems, prioritizing work, and communicating clearly. They should have the mechanical knowledge to understand what technicians are asking for while also having the customer-service skills necessary to explain repairs and costs in a professional manner. If you are organized, mechanically minded, customer-focused, and enjoy working in a fast-paced heavy-duty repair environment, we want to hear from you.

Pay:

$22.00 - $28.00 per hour

Benefits:

Dental insurance Health insurance Vision insurance Application Question(s): How many years of service advisor or parts experience do you have? Do you have and mechanical background? Ability to

Commute:

Avon, NY 14414 (Required)

Work Location:

In person