Service Writer Job Description
Definition of a Hero in this position
- Core Values Champion: Lives with integrity, driven by service, and focused on people, reflecting the core values of our company; Integrity Centered, Service Driven, People Focused.
- Reliable and Punctual: Always on time and ready to contribute, demonstrating commitment through consistent arrival at work.
- Customer Advocate: Listens attentively to customers, striving to exceed expectations and build strong, lasting relationships.
- Clear Communicator: Provides timely, accurate updates to eliminate confusion, ensuring smooth and satisfying customer experiences.
- Detail-Oriented: Diligently records and relays information with precision, preventing mistakes and enhancing operational efficiency.
- Problem Solver: Tackles issues proactively, escalating when necessary to maintain seamless service delivery.
- Efficient Multitasker: Manages various tasks and customer interactions with professionalism and speed, while maintaining high standards.
- Professional Representative: Upholds professionalism in appearance, attitude, and behavior, serving as a model of the company’s values to customers and coworkers.
- Collaborative Team Player: Works harmoniously with colleagues, respecting all team members, and contributing to overall team success.
- Responsible and Respectful: Takes ownership of tasks, demonstrates initiative, respects others’ ideas, and maintains a positive environment by rejecting gossip and negativity.
Responsibilities
- Greet and acknowledge all customers promptly, both in person and outside.
- Gather customer information and generate accurate repair orders.
- Document customer issues accurately using their own words.
- Verify unit information, complete repair orders, and add helpful notes as needed.
- Communicate repair estimates and track the progress of orders through to completion.
- Seek assistance from the Service Manager when issues escalate beyond your control.
- Follow established processes consistently to minimize errors and ensure smooth operations.
- Use the ID # system to identify customer units efficiently.
- Collaborate with tech support and transfer calls when necessary.
- Coordinate with the receptionist to manage overflow calls.
- Answer phone calls professionally, ending with a recap and a positive closing.
- Assist customers with loading and unloading equipment.
- Collect payments and ensure customer satisfaction at the end of service.
- Assist the delivery driver and ensure professionalism in customer interactions.
- Ensure excellent customer service by following every process and task with attention to detail.
Qualifications
- Physical Requirements: Able to lift, carry, push, or pull up to 50 pounds and perform tasks like bending, climbing, squatting, and kneeling.
- Mechanical Aptitude: Intermediate mechanical knowledge and a natural aptitude to learn more.
- Basic Mathematical Skills: Able to perform basic math calculations necessary for repair work, customer orders, and cost estimation.
- Computer Skills: Proficient in using dealer management software, entering repair orders, tracking progress, and utilizing basic tracking systems.
- Attention to Detail: Accurate in gathering customer information, documenting issues, verifying unit details, and following processes consistently.
- Problem-Solving and Adaptability: Able to quickly assess customer needs, troubleshoot issues, and escalate problems to the service manager when beyond personal ability.
- Time Management and Efficiency: Capable of managing multiple tasks simultaneously, prioritizing based on urgency, and ensuring timely completion.
- Dependability and Accountability: Takes ownership of tasks, follows through on commitments, and ensures deadlines and customer satisfaction are met.
- Customer Service Orientation: Provides friendly, professional customer service, actively listening and addressing concerns while following proper communication protocols.
- Collaboration and Teamwork: Works effectively with team members across departments to ensure a seamless and efficient customer service experience.
- Communication Skills: Communicates clearly with customers and colleagues, both in person and over the phone, while adapting style to the situation.
- Willingness to Work Overtime: Open to working overtime as needed to meet customer demands.
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