Branch Assistant

Reliable-Transmission-Service; Houston (TX); On-site; USD 35,000 - 52,000; Full time

Job summary

Reliable-Transmission-Service is seeking a Service Writer to initiate service requests, communicate estimates, and maintain customer rapport. The role involves preparing repair orders, verifying warranty coverage, and coordinating related administrative tasks in an office setting.

The candidate should have strong customer service, verbal and written communication skills, and the ability to organize records and support scheduling and logistical tasks for the location.

Qualifications

• Customer service skills required to manage difficult or emotional customer situations
• Oral communication skills: clear, persuasive and attentive listening
• Teamwork and collaboration to support service operations
• Written communication: clear, accurate letters and emails
• Quality management: attention to detail and accuracy
• Ethics and professional integrity in interactions
• Organizational skills to manage administrative tasks and records
• Safety and security awareness in a workshop/office environment

Responsibilities

• Follows all policies and procedures
• Diagnoses transmission problems by listening to customer descriptions and inspecting service history
• Verifies warranty and service contract coverage
• Prepares repair orders with symptoms, problems, and required repairs
• Maintains customer rapport and communicates estimates and timelines
• Keeps records up to date and notes for service database
• Maintains organization of parts, cores, and inventory as needed
• Assists location manager with HR-related requests and administrative tasks
• Communicates status to customers and coordinates towing or transportation when required
• Ensures documentation and follow-up of all service-related communications

Job description

Summary

Initiates transmission services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records. This individual is responsible for a variety of duties in the office; may be in charge of scheduling meetings, making travel arrangements, and organizing any other work-related events for their location. They may need to write letters and emails, answer calls, and deal with in-person visitors.

Essential Duties and Responsibilities

include the following. Other duties may be assigned.

• Follows all policies and procedures
• Ascertains transmission problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; checking vehicle maintenance records; examining service schedules
• Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system
• Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation
• Updates job knowledge by participating in educational opportunities; reading manufacturers' publications
• Service Writers perform vehicle walk around and documentation of customer concerns to enable the Technician to properly diagnose and service the vehicle
• Keep customer informed on completion times, service expenses, and possible changes.
• Know the product well enough to answer characteristic and operational questions regarding the customer's vehicle
• Inform customers with issues and confirm customer has been contacted on status of job.
• May be required to maintain parts, cores, and finished goods inventory
• Administration, the collection of, and follow up of all documents sent to corporate on a weekly basis, including compiling all expense reports, vendor invoices, petty cash reconciliation and/or local bank account reconciliation, receipts, and purchase orders
• Will assist location manager on Human Resource related requests
• Organized record keeping and filing will be required
• Other duties may be assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer Service- Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments.
• Oral Communication-Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Team Work- Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Written Communication- Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs' presents numerical data effectively; able to read and interpret written information.
• Quality Management- Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Ethics- Treats people with respect; inspires the trust of others' works with integrity and ethically; demonstrates ability to interact and cooperate with others.
• Organization Support- Follows policies and procedures; completes administrative tasks correctly and on time' supports organization's goals; supports affirmative action and respects diversity.
• Safety and Security- Observes safety and security procedures; reports unsafe conditions; uses equipment and material properly.

Education and/or Experience

• 2 years' experience

Language Skills

• Good written and verbal skills.

Physical Demands and Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear and taste or smell. The employee must regularly lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Exposure to variable weather conditions is likely.
• The noise level in the work environment is usually moderate.