Service Writer
Job Summary
A Service Writer’s responsibilities revolve around the needs of the customer. He or She acts as a liaison between customers and service-related businesses that provide repairs and maintenance. The Service Writer most often works in the Automotive industry and facilitates transactions between customers and the company.
To be a successful Service Writer, you should possess excellent customer service and communication skills. You should also have the ability to translate customers’ non-technical descriptions and relate them in a comprehensive and thorough report to the service team.
Responsibilities:
- Developing strong customer relationships through the successful management of products and service delivery.
- Maintaining computerized customer profile information.
- Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments.
- Developing cost estimates, logging needed parts and the time needed for repairs, and scheduling the most appropriate Service Technician.
- Conveying all necessary information regarding costs, parts, work, and Technicians to the customers and management.
- Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians.
- Contacting customers in the case of additional work to relay the details and extra costs.
- Entering the details of repair jobs on the company’s network and preparing repair instructions and lists of needed replacement parts to the Service Technicians.
- Checking warranties and insurance.
- Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business.
Requirements:
- A High School Diploma or equivalent.
- Work experience and product knowledge may be advantageous.
- Computer literacy and knowledge of office software programs.
- Excellent communication and customer service skills.
- Strong record keeping skills.
- The ability to understand and relate technical issues to the service team from customers’ non-technical descriptions.
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