Duties and responsibilities
Customer intake and communication: Act as the first point of contact for customers, whether in person or over the phone. Listen to their descriptions of vehicle problems and use questioning techniques to understand their service needs and concerns.
Repair order creation: Translate a customer's non-technical description of an issue into a detailed, clear work order for the technicians. This requires a good grasp of automotive terminology.
Cost and time estimates: Develop accurate estimates for service costs and timelines, clearly communicating these to the customer for approval before work begins.
Scheduling and workflow management: Schedule appointments and assign jobs to technicians based on their skill level and availability. Open, monitor, and close repair orders in a timely fashion.
Customer updates: Keep customers informed about the status of their vehicle's service, including any delays or additional work that may be required.
Billing and payments: Handle financial transactions for completed services, including processing payments, warranty claims, and insurance information.
Customer relationship management: Build strong, loyal relationships with customers by handling concerns and resolving complaints with a positive, empathetic attitude.
Skills and qualifications
Customer service skills: Must be friendly, patient, and detail-oriented. A service writer should be a strong communicator, able to explain complex information in a clear and concise way.
Technical knowledge: A solid understanding of vehicle mechanics, common repair issues, and maintenance procedures is essential for accurate diagnosis and communication.
Salesmanship: Effective service writers can tactfully upsell additional services or products when appropriate to benefit the customer and increase business.
Computer proficiency: Strong computer skills are necessary for using industry-specific software, scheduling systems, and processing payments. Experience with a customer relationship management (CRM) system is often preferred.
Organizational skills: The ability to multitask and manage appointments, records, and invoices in a fast-paced environment is critical for success.
Conflict resolution: Excellent problem-solving skills are needed to navigate customer complaints and stressful situations effectively.
Education and experience: While often requiring a high school diploma, employers typically prefer candidates with previous experience in customer service, sales, or an automotive repair environment.
Similar job titles
Service Advisor
Service Coordinator
Automotive Service Writer