Automotive Service Writer

Colonial Automotive Group; Massachusetts; On-site; USD 42,000 - 65,000; Full time

Job summary

Colonial Automotive Group in Greater Boston is seeking a dedicated Automotive Service Writer to be the primary contact between customers and the service department. You will greet customers, listen to concerns, document repairs, prepare repair orders, explain services and pricing, and coordinate with technicians to keep customers informed.

This full-time, on-site role requires strong communication and computer skills, basic automotive knowledge, and a willingness to learn manufacturer guidelines.

Qualifications

• Customer-facing excellence and a focus on customer satisfaction.
• Clear, professional communication with customers and team members.
• Proficiency with dealership management systems and scheduling tools.
• Experience in automotive service writing or advising is preferred.
• Ability to work on-site full-time in Greater Boston and manage multiple tasks accurately.
• Basic knowledge of automotive systems and willingness to learn manufacturer guidelines.
• High school diploma or equivalent; automotive training is a plus.

Responsibilities

• Greet customers and listen to their concerns, documenting vehicle issues.
• Prepare accurate repair orders and clearly explain recommended services, pricing, and timelines.
• Coordinate with technicians and monitor work progress to keep customers informed.
• Schedule appointments and handle phone and in-person inquiries.
• Verify warranty or service contract coverage and manage payment and invoicing.

Skills

Customer service

Communication skills

Phone etiquette

Computer literacy

Service writing experience

Education

High school diploma

Automotive training

Tools

Dealership management systems

Scheduling tools

Digital documentation tools

Job description

Company Description

Colonial Automotive Group began in Acton, Massachusetts in 1992 and has grown to 15 dealership locations across the state, representing 14 major automotive franchises. The group sells over 10,000 vehicles annually and is recognized as one of the fastest-growing and largest dealership organizations in New England. Its success is built on delivering strong value and a superior level of customer service to every guest. With over 450 team members, Colonial has earned numerous customer satisfaction awards from leading manufacturers, reflecting its commitment to service excellence. The company also operates BuyColonial.com as a convenient online destination for sales and service information.

Role Description

The Automotive Service Writer is a full-time, on-site role based in Greater Boston, responsible for serving as the primary point of contact between customers and the service department. This role includes greeting customers, listening to and documenting vehicle concerns, preparing accurate repair orders, and clearly explaining recommended services, pricing, and timelines. The Service Writer coordinates with technicians, monitors work progress, and keeps customers updated on the status of their vehicles. Daily responsibilities also involve scheduling appointments, managing phone and in-person inquiries, verifying warranty or service contract coverage, and handling payment and invoicing. The role requires maintaining high levels of professionalism and customer satisfaction while supporting dealership goals and service standards.

Qualifications

• Candidates should possess strong customer-facing skills, including Customer Service and a focus on Customer Satisfaction.
• Candidates should possess clear, professional Communication skills and effective Phone Etiquette for interacting with customers and team members.
• Candidates should possess solid Computer Literacy skills to work with dealership management systems, scheduling tools, and digital documentation.
• Relevant experience in automotive service writing, service advising, or a related dealership role is preferred.
• Ability to work on-site full time in Greater Boston, manage multiple tasks, and maintain accuracy in a fast-paced environment.
• Knowledge of basic automotive systems and maintenance services, with willingness to learn manufacturer guidelines and service procedures.
• High school diploma or equivalent required; additional technical or automotive training is a plus.