Service Advisor/Writer

L. W. Tank Repair Inc.; Uxbridge (MA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Free Coffee

Free Car Inspection

Short Term and Long Term Disability

401(k)

401(k) matching

Dental insurance

Employee discounts

Free uniforms

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Job summary

L. W. Tank Repair Inc. in Uxbridge, Massachusetts is seeking a Service Advisor/Writer to be a trusted link between customers and the service department. In this role, you will manage customer inquiries, schedule service appointments, and ensure customer satisfaction throughout the repair process.

The ideal candidate will possess 5+ years of experience in vehicle service and have excellent communication and organizational skills. This position offers a great opportunity to work in a team-oriented and fast-paced environment.

Qualifications

• 5+ years of experience in vehicle service and repair.
• Strong understanding of vehicle maintenance and repair procedures.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Manage customer communication and service inquiries.
• Coordinate service appointments with the Service Manager.
• Prepare and manage service estimates and repair orders.
• Follow up with customers for satisfaction.

Skills

Customer service orientation

Detail-oriented

Organizational skills

Vehicle maintenance understanding

Conflict-resolution skills

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Service management software (Karmak preferred)

Job description

Benefits

• Free Coffee
• Free Car Inspection
• Short Term and Long Term Disability
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

Are you a customer-focused, detail orientated professional who thrives in a fast-paced service environment? We’re looking for a Service Advisor/Writer to join our team and be the trusted link between our customers and our service department. As a Service Advisor, you will be the primary point of contact for customers during their vehicle service experience. You’ll guide them through the repair process, from scheduling and service updates to final delivery, ensuring transparency, trust, and satisfaction every step of the way.

Ideal Candidate Traits

• Detail-oriented with strong organizational skills
• Dependable and reliable under pressure
• People-oriented with a passion for customer service and teamwork
• Adaptable and thrives in a dynamic, fast-paced environment
• Results-driven and eager to take on challenges

Key Responsibilities

• Customer Communication & Intake
  • Manage incoming calls, screen service inquiries, and route them to the appropriate department (accounting, parts, or sales).
  • Accurately document customer concerns, service needs, and expectations by gathering customer information, detailed unit information and photos (e.g., mileage, data tag) via phone or upon vehicle arrival.
• Documentation & Scheduling
  • Follow up on any missing customer documents and input information into our software.
  • Coordinate with the Service and Shop Manager to schedule service appointments.
  • Prepare and print repair orders (ROs) based on customer concerns and known issues.
  • Generate, print and complete all required forms (e.g., degas tags, test inspection forms, 90-day PMs) with complete headers.
• Service Order & Estimate Management
  • Collaborate with Service and Parts Managers to prepare accurate service estimates and ensure accuracy between ROs / quotes.
  • Review and update repair orders to reflect additional scope or changes based on vehicle inspections.
  • Communicate and obtain customer approval for any additional repairs or modifications.
  • Track all estimates using the estimate/quote log and monitor their status.
• Operations & Workflow Oversight
  • Maintain the repair order (RO) rack and associated schedules to ensure workflow accuracy and shop organization.
  • Monitor book hours and compare estimated vs. actual hours worked, communicating updates to the Service Manager.
• Customer Satisfaction & Follow-Up
  • Maintain accurate records of all customer interactions and services performed.
  • Follow up with customers to ensure satisfaction and promptly address any concerns.
• Other Duties
  • Perform additional responsibilities as required to support the service team.

Skills and Qualifications

• 5+ years of experience in vehicle service and repair; experience with cargo tank trucks or tank trailers is a plus
• Strong understanding of vehicle maintenance and repair procedures
• Excellent communication and conflict-resolution skills
• Exceptional organizational and time management abilities
• Proficiency in Microsoft Outlook, Word, and Excel
• Experience with service management software; Karmak preferred but not required

This is an excellent opportunity to join a team that values integrity, efficiency, and top-tier customer care. If you're ready to contribute to a high-performance service department, apply today.