Our client is seeking a Service Writer whose main role is to support the Shop Supervisor and shop personnel while serving as the point of contact between customers and the shop. This individual must communicate professionally and courteously with customers, vendors, and team members.

The Service Writer will interact with customers to understand their service needs, accurately document repair requests, and coordinate with the Shop Supervisor and technicians to ensure timely and well-documented completion of work.

This role reports to the Shop Supervisor but may also receive task-specific direction from lead mechanics or technicians. The position plays a key role in the company’s profitability by ensuring work orders are correctly entered, parts are ordered promptly, and technicians are efficiently assigned.

Key Responsibilities:

– Prioritize customer satisfaction by delivering high-quality service and timely job completion while maintaining a professional demeanor.
– Answer incoming service calls, listen to customer concerns, and dispatch technicians as needed, adjusting schedules for roadside service requests.
– Accurately document service requests, vehicle/equipment issues, and customer concerns using shop software.
– Provide repair estimates by gathering parts pricing and labor time estimates, responding to customers within 24–48 hours.
– Schedule service appointments, create service orders, and confirm repair urgency with customers.
– Provide daily updates to customers on ongoing repairs via phone or email.
– Add new action items for additional issues found during repairs, communicate findings to customers, and document their decisions.
– For complex diagnostics, gather detailed repair history from customers and document accordingly.
– Apply priority pricing for same-day repairs.
– Assign technicians to service orders and maintain a daily schedule on the shop whiteboard for efficient workflow.
– Conduct follow-ups within 24–48 hours post-repair to ensure customer satisfaction.
– Follow company procedures for taking and uploading photos of units and repairs, including any additional issues found.
– Order and track parts for service orders, receive and document parts, and manage vendor invoices and credits.
– Conduct inventory counts and manage inventory per company policy.
– Monitor technician labor hours for accuracy and efficiency, making necessary adjustments.
– Collaborate with technicians to ensure efficient repair processes without acting as their supervisor.
– Adapt to changing schedules and priorities due to weather or urgent repairs.
– Process customer payments when accounting is unavailable and ensure proper documentation for credit card transactions.
– Request customer reviews and notify management of new feedback for timely responses.
– Ensure customer safety by informing them of amenities and restricting access to shop areas.
– Assist with receiving, organizing, and storing parts and materials, and help maintain a clean and organized shop.
– Offer suggestions to improve shop efficiency and profitability.
– Help train new staff on shop and towing software.
– Maintain a safe work environment and follow all company policies.
– Ensure towing charges are included in service orders when applicable.
– Support the Towing Supervisor by creating service orders for towing-related requests.
– Perform additional duties as assigned by the Shop Supervisor, Towing Supervisor, or management.

Qualifications:

– Must have a valid Iowa driver’s license.
– At least one year of experience in a diesel or automotive setting, including scheduling responsibilities.
– Must present a clean, professional image and maintain respectful conduct with coworkers.
– Employment is contingent upon passing a pre-employment drug test and agreeing to random drug/alcohol testing.
– Strong problem-solving, math, language, and logic skills required.
– Must be able to communicate effectively in English and work well under pressure.
– Flexibility with changing schedules and tasks is essential.

Compensation: $18 – $24 per hour.