Service Writer

Big Horn Tire Inc•Casper, WY

14d

About The Position

Job Summary The Service Writer serves as the central point-of-contact for all automotive service and repair matters. The Service Writer's responsibility is to listen and thoroughly understand customer problems, arrange for an appropriate service/repair solution, and set/manage delivery expectations on the part of the customer and technician(s) alike. Acting as a trusted adviser, the Service Writer ensures that the proposed service/repair solution appropriately matches the service/repair requirement. The Service Writer's job is to earn repeat business and grow new business by delivering exceptional quality service and repair work that matches an honest and accurate estimate.

Requirements

Organizing and prioritizing
Attention to detail and accuracy
Confidentiality
Communication skills
Information management skills
Problem-solving skills
Team work – ability and desire to help where necessary
Ability to meet deadlines
Use of general office equipment
Multi-line phones
10-key by touch Strong phone skills
Strong written and verbal skills
Comfortable multi-tasking and prioritizing tasks without guidance
Excellent interpersonal skills
Punctual with strong attendance history
High school diploma or general education degree (GED) required
2-3 years of relevant experience in the retail tire industry
Proficient in Microsoft Office

Responsibilities

Answer and direct phone calls in a polite and friendly manner
Welcome visitors and act as liaison between employees and visitors
Maintain reception are and all common areas in a clean and tidy manner
Operate standard office equipment
Keep detailed and accurate records of visitor requests and of calls received and relay that information accurately
Receive deliveries
Assist office staff with tasks as needed
Carefully listen to the customer with regard to request or issue
Promptly arrange for vehicle service or repair action
Develop a repair estimate based upon the technician's diagnosis
Monitor service/repair action and inform customer of progress
Generate invoices and handle payment transactions (cash, point-of-sale, or electronic payment media)
Perform customer follow-up courtesy call to ensure delivery met expectations
Perform marketing activities such as networking, calling upon businesses for fleet servicing, and promotions to existing and new clientele
Assist shop management in maintaining appropriate inventory levels, including the purchase of parts and materials