An Automotive Customer Service Representative greets customers and responds to customer inquiries at an automotive dealership or service business. Provides customers with repair estimates and manages paperwork. May schedule car rentals. Makes calls to schedule sales appointments and follow-up with customers. Keeps records of customer communications and transactions.
The Service Writer acts as the primary liaison between customers, field service technicians, and the service management team. Based in our Sharon, MA branch, this role generates accurate repair and maintenance quotes, communicates technical recommendations to clients, secures quote approvals, and tracks service work through completion to ensure high customer satisfaction and department profitability. Key Responsibilities Act as the direct point of contact for service customers, translating technical inspection reports into clear, detailed repair estimates. Generate, price, and deliver service quotes for emergency repairs using company price books, discount structures, and labor standards. Follow up consistently with clients to review recommendations, answer questions, and secure timely quote approvals. Collaborate closely with the Branch Manager, Aftermarket Sales Manager (ASM), dispatchers, and parts specialists to schedule approved work and maintain workflow efficiency. Monitor service jobs through billing to ensure accurate invoicing and smooth job closeout. Maintain organized records of customer interactions, fleet profiles, quote statuses, and service histories within company systems. Qualifications & Skills Prior experience as a Service Writer, Service Advisor, or Inside Sales Representative in material handling, commercial automotive, heavy equipment, or industrial machinery environments. Strong mechanical aptitude with the ability to interpret service technician notes and explain mechanical repairs clearly to non-technical clients. High organizational skills with the ability to manage multiple open estimates and deadlines simultaneously. Proficiency with service dispatch/ERP software, MS Office, and digital quotation tools. Strong written and verbal communication skills.
