Service Writer

Sonsray Inc; Fontana (CA); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical coverage

401K

Vacation days

Uniforms provided

Boot voucher

Volunteer day

Birthday meal

Job summary

Sonsray Inc. is seeking a Service Advisor in Fontana, CA to serve as the primary liaison between customers and the service department.

You will manage repair and maintenance requests for fleet and refrigeration equipment, prepare work orders, and provide accurate estimates while ensuring clear communication with customers. Responsibilities include explaining warranties, entering service data, coordinating with technicians, and delivering excellent customer service in a fast-paced dealership

Qualifications

• Minimum 3 years of experience handling heavy phones, office administrative duties, customer relations, great computer skills, and problem-solving.

Responsibilities

• Verify warranty coverage and explain provisions to customers.
• Prepare detailed service estimates including materials, parts, and labor.
• Create work orders documenting issues and repairs in the service database.
• Explain estimates and return times to customers and obtain approvals.
• Maintain comprehensive records of problems and planned actions.
• Identify opportunities to improve job outcomes and customer satisfaction.

Skills

Phone handling

Customer relations

Data entry

Communication

Tools

E-Emphasys

Job description

Job Title: Service Advisor

Location: Fontana, CA

Job Type: Full- Time

Schedule: Mon-Fri 8am to 4:30pm

Salary Range: $20 to $22 hourly, depending on experience

Job Summary

The Service Writer serves as the primary point of contact between customers and the service department, managing repair and maintenance requests for fleet and refrigeration equipment. This role is responsible for preparing work orders, providing accurate estimates, verifying warranty coverage, and ensuring clear communication throughout the service process. The Service Writer works closely with technicians and leadership to coordinate workflow, maintain accurate records, and deliver a high level of customer service in a fast-paced dealership environment.

• Verify warranty and service contract coverage and explain provisions and exclusions to customers.
• Prepare detailed service estimates, including material, supply, and labor costs, and calculate customer deductibles.
• Create work orders by documenting issues, outlining repairs, securing approvals, and entering into the service database.
• Clearly explain estimates and expected vehicle return times to customers, address questions, and obtain necessary contact information and approvals.
• Maintain comprehensive unit records of identified problems and planned corrective actions.
• Proactively accept new requests and identify opportunities to enhance job outcomes to contribute to the organization's positive reputation.
• Perform additional duties as assigned by management to align with dealership objectives.

Requirements

• Minimum 3 years of experience handling heavy phones, office administrative duties, customer relations, great computer skills, and problem-solving
• Refrigerated Transportation or Heavy Diesel dealership experience is highly desired
• Ability to review records and explain technical information to customers.
• Bilingual in Spanish preferred (ability to communicate effectively with Spanish-speaking customers)
• Proficiency in calculating costs for materials, supplies, and labor.
• Experience in documenting symptoms, problems, and causes, and outlining required repairs.
• Capability to obtain approval signatures and accurately enter data into a service database (e.g., E-Emphasys).
• Strong communication and interpersonal skills to build customer confidence and address concerns.
• Detail-oriented for maintaining accurate and comprehensive unit records.
• Commitment to continuous learning and staying current with industry knowledge, including reading manufacturer publications and completing online factory courses.
• Proactive and adaptable, with a willingness to take on new tasks and identify areas for improvement.

About Sonsray

Sonsray moves mountains for the construction, transportation, and agriculture industries. We are the West Coast's largest Thermo King dealership, offering sales, parts, service, rental, and leasing. We are committed to fostering a supportive and dynamic work environment.

Why work here?

At Sonsray, We Value All Employees, Their Contributions, And Most Importantly, Their Ideas! We Know That The Key To Moving Mountains Is Teamwork. This Is What We Offer Our Team Members

• Medical coverage (PPO + HSA options)
• Dental, Vision, and Life insurance provided at no cost
• 401K with competitive employer contributions
• 80 hours of annual vacation, increasing with years of service
• Uniforms provided annually
• Annual boot voucher of $125.00
• One full paid day off annually for community volunteer work
• Birthday meal provided by Sonsray
• Privately owned and operated, with decisions made based on core values rather than corporate directives
• Annual Holiday Party, including covered airfare and hotel for employees and a guest
• Emphasis on company growth and employee development
• Open-door policy, fostering a collaborative environment with active owner and management involvement