Automotive Service Writer - Green Air : Job Details

DescriptionThe Service Writer is responsible for ensuring the smooth operation of the customer service and office functions at Ashland Garage. This role includes managing customer appointments, overseeing the repair process, handling communication with customers and technicians, and maintaining efficient office operations. The Service Writer will also work to ensure that all services are performed according to company standards while promoting superior customer satisfaction.NO WEEKENDSAIR CONDITIONED GARAGERequirementsEssential Functions:The following duties are essential to the role of the Service Writer. Other duties may be assigned as needed.Answer incoming calls and address customer inquiries.Schedule and confirm customer appointments in a timely manner.Create detailed work orders and technical sheets for technicians.Assign appropriate technicians to jobs based on their skills and availability.Provide repair estimates and obtain customer approval for work.Order parts for repairs and ensure timely arrival to minimize downtime.Manage warranty and return processes for parts and services.Open and close the shop daily, following established procedures.Check voicemail and respond to customer messages promptly.Process and batch credit card transactions daily.Generate and prepare daily, weekly, and monthly reports for management.Set up new customer profiles in the system and maintain accurate customer records.Manage employee schedules to ensure appropriate coverage during business hours.Make Happy Hello calls to ensure customer satisfaction and encourage positive relationships.Maintain a positive, productive, and collaborative work environment.Uphold excellent customer service standards and ensure customer satisfaction at all times.Qualifications:Education and Experience:High school diploma or GED required.Previous experience in an automotive or service-based environment preferred but not required (0-1 year of related experience).Knowledge and Skills:Communication: Excellent verbal and written communication skills are essential to interact with customers, technicians, and team members.Customer Service: Strong customer service skills, with the ability to address concerns and ensure customer satisfaction.Organizational Skills: Ability to manage multiple tasks simultaneously in a fast-paced environment.Time Management: Strong ability to prioritize tasks and manage time effectively.Technological Proficiency: Proficient in using Microsoft Office products (Word, Excel, Outlook) and familiar with automotive shop management software.Problem-Solving: Ability to think critically and resolve issues independently when necessary.Physical Demands and Work Environment:Physical Strength: Ability to lift and carry up to 50 pounds as necessary (parts or equipment).Dexterity: Must be able to operate office equipment and handle paperwork efficiently.Standing/Walking: Ability to stand for extended periods during daily duties.Environment: Must be able to work in a busy, open shop environment with occasional exposure to loud noises and varying temperatures (hot and cold).Repetitive Motion: Frequent use of hands, wrists, and fingers for typing, writing, and handling documents.Mental Activities:Reasoning Ability: Ability to solve practical problems and deal with a variety of variables with limited standardization. Can interpret and follow written or verbal instructions, procedures, or schedules.Mathematics Ability: Ability to perform calculations, such as discounts, percentages, and other figures relevant to estimates and invoicing.Language Ability: Ability to read and interpret safety rules, operating procedures, and maintenance instructions. Ability to write routine reports and correspondence. Ability to communicate effectively with customers and staff.Working Conditions:The Service Writer will work in an open office area with a mix of office and shop floor tasks.Exposure to noise from shop equipment, vehicle engines, and parts.Ability to work in varying temperatures, from hot to cold, depending on the time of year and location of work.