Position Summary:

The Service Writer is the primary point of contact for customers and serves as the liaison between customers and technicians. This position is responsible for greeting customers, identifying vehicle concerns, preparing repair estimates, communicating recommendations, scheduling appointments, and ensuring an exceptional customer experience from vehicle check-in through delivery. Key Responsibilities Customer Service

• Greet customers in a friendly and professional manner.
• Listen to customer concerns and accurately document vehicle symptoms.
• Explain repair recommendations, maintenance services, and associated costs.
• Obtain customer authorization for repairs and additional work.
• Keep customers informed throughout the repair process.
• Resolve customer concerns and maintain a high level of customer satisfaction. Sales & Estimate Preparation
• Review technician findings and prepare repair estimates.
• Present maintenance and repair recommendations to customers.
• Educate customers on the importance of preventative maintenance.
• Upsell appropriate services based on vehicle condition and manufacturer recommendations.
• Meet sales and gross profit targets established by management. Scheduling & Workflow Management
• Schedule service appointments and coordinate with shop manager on open availability.
• In coordination with the shop manager prioritize repairs to convey realistic repair turnaround time to the customer.
• Monitor repair progress and maintain communication with technicians and provide client updates. Ensure timely completion of repairs and vehicle delivery. Administrative Duties
• Open and close repair orders accurately.
• Process invoices, payments, and customer records.
• Order parts as needed and coordinate with vendors.
• Track warranty claims and vendor returns when applicable. Team Collaboration
• Work closely with technicians to understand repair needs.
• Coordinate with management on customer concerns and shop operations.
• Assist in maintaining a clean, organized, and professional front office. Qualifications
• High school diploma or equivalent.
• Previous automotive service advisor, service writer, or automotive customer service experience preferred.
• Strong communication and sales skills.
• Basic knowledge of automotive systems and repair procedures. Ability to multitask in a fast-paced environment.
• Proficiency with shop management software and Microsoft Office, (Mitchell1) preferred.
• Valid driver's license is a must. Skills and Competencies
• Outstanding customer service skills.
• Strong organizational and time management abilities.
• Professional phone etiquette.
• Ability to explain technical information in a customer-friendly manner.
• Strong problem-solving and conflict resolution skills.
• Sales-minded with a focus on building customer trust and long-term relationships.

Automotive Comprehension:

Firm understanding vehicle systems (electrical, powertrain, braking) and general repair processes.

Accurate Estimating:

Knowing standardized shop labor rates and calculating precise costs for parts and labor before presenting a quote.

Parts Identification & Sourcing:

Quickly pinpointing the correct parts, understanding inventory availability, and communicating effectively with parts suppliers. Monthly performance bonus based on sales, gross profit, customer satisfaction, and shop goals. PTO and holiday pay. Health benefits 401K (w/4% employer contribution match) Ideal Candidate The ideal Service Writer is a customer-focused professional who can build trust, communicate effectively, sell needed services ethically, and help drive shop profitability while delivering an outstanding customer experience. For a small independent shop, this role often serves as the "face of the business" and is critical to customer retention and long-term growth.

Pay:

$25.00 - $28.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person