Service Writer

ZT Automotive Group; Florence (AL); On-site; USD 32,000 - 52,000; Full time

Job summary

ZT Automotive Group in Florence, AL is seeking a Service Writer to excel in customer interactions and service coordination. You will greet customers, document vehicle issues, and explain required services clearly to drive informed decisions.

In this role you will schedule appointments, prepare work orders, liaise with technicians, and ensure accurate records. A focus on upselling additional services will help maximize efficiency and customer satisfaction.

Qualifications

• Greet customers and document service needs clearly.
• Explain services, repairs, and maintenance options concisely.
• Coordinate with technicians and service team for timely work.
• Document interactions and process warranty claims accurately.

Responsibilities

• Greet customers promptly and courteously, documenting vehicle issues and service requests.
• Provide clear explanations of recommended services and work orders.
• Schedule appointments and coordinate with technicians to ensure timely completion.
• Communicate with customers about status, costs, and approvals for additional work.
• Identify upselling opportunities based on inspections and manufacturer recommendations.

Skills

Customer service

Communication

Upselling

Documentation

Conflict resolution

Education

High School diploma

Tools

Warranty software

Job description

Service Writer

Key Responsibilities:

Customer Interaction:

• Greet customers promptly and courteously, understanding their vehicle service needs and concerns.
• Accurately document customer information, vehicle issues, and service requests.
• Provide clear and concise explanations of services, repairs, and maintenance required.

Service Coordination:

• Schedule service appointments and coordinate with the service team to ensure timely completion of work.
• Prepare and review work orders, detailing required services, labor, and parts needed.
• Communicate with technicians to relay customer concerns and ensure accurate diagnostics and repairs.

Customer Communication:

• Keep customers informed about the status of their vehicle, including any additional services or repairs needed.
• Provide detailed cost estimates and obtain customer approval before proceeding with additional work.
• Address customer questions, concerns, and complaints promptly and professionally.

Sales and Upselling:

• Identify opportunities to upsell additional services, repairs, or maintenance based on vehicle inspection results and manufacturer recommendations.
• Explain the benefits and importance of recommended services to customers.

Documentation and Record-Keeping:

• Maintain accurate and up-to-date records of customer interactions, service requests, and completed work.
• Ensure all paperwork and documentation are properly completed and filed.
• Process warranty claims and ensure compliance with manufacturer guidelines.

Team Collaboration:

• Work closely with the service manager, technicians, and parts department to ensure a smooth and efficient service process.
• Participate in service meetings and contribute to team discussions and strategies.

Customer Follow-Up:

• Conduct follow-up calls to ensure customer satisfaction with the services provided.
• Encourage customers to return for future services and build long-term relationships.