Service Writer

Ebling's Service Plus; Myerstown (PA); On-site; USD 30,000 - 45,000; Full time

Job summary

Ebling's Service Plus in Myerstown, Pennsylvania, is hiring for a customer service role focused on delivering exceptional service. Responsibilities include greeting customers, managing repair orders, and ensuring customer satisfaction. Candidates should possess strong mechanical aptitude, excellent communication skills, and a customer service orientation.

The role requires a commitment to teamwork, reliability, and attention to detail. Applicants should be able to handle physical tasks and communicate effectively to maintain efficient service operations.

Qualifications

• Able to lift, carry, or push up to 50 pounds and perform tasks like bending and climbing.
• Intermediate mechanical knowledge and strong eagerness to learn more.
• Proficient in dealer management software and repair order tracking.
• Able to communicate professionally with customers and colleagues.
• Dependable and accountable, taking ownership of tasks and fulfilling commitments.

Responsibilities

• Greet and acknowledge all customers promptly.
• Gather customer info and generate accurate repair orders.
• Communicate repair estimates and track progress to completion.
• Assist customers with loading and unloading equipment.
• Maintain a clean work environment and ensure customer satisfaction.

Skills

Mechanical Aptitude

Basic Mathematical Skills

Computer Skills

Problem-Solving

Time Management

Customer Service Orientation

Communication Skills

Job description

• Core Values Champion: Lives with integrity, driven by service, and focused on people, reflecting the core values of our company; Integrity Centered, Service Driven, People Focused.
• Reliable and Punctual:Always on time and ready to contribute, demonstrating commitment through consistent arrival at work.
• Customer Advocate:Listens attentively to customers, striving to exceed expectations and build strong, lasting relationships.
• Clear Communicator:Provides timely, accurate updates to eliminate confusion, ensuring smooth and satisfying customer experiences.
• Detail-Oriented:Diligently records and relays information with precision, preventing mistakes and enhancing operational efficiency.
• Problem Solver:Tackles issues proactively, escalating when necessary to maintain seamless service delivery.
• Efficient Multitasker:Manages various tasks and customer interactions with professionalism and speed, while maintaining high standards.
• Professional Representative:Upholds professionalism in appearance, attitude, and behavior, serving as a model of the company’s values to customers and coworkers.
• Collaborative Team Player:Works harmoniously with colleagues, respecting all team members, and contributing to overall team success.
• Responsible and Respectful:Takes ownership of tasks, demonstrates initiative, respects others’ ideas, and maintains a positive environment by rejecting gossip and negativity.

Responsibilities

• Greet and acknowledge all customers promptly.
• Gather customer information and generate accurate repair orders.
• Document customer issues accurately using their own words.
• Verify unit information, complete repair orders, and add helpful notes as needed.
• Communicate repair estimates and track the progress of orders through to completion.
• Seek assistance from the Service Manager when issues escape your control.
• Follow established processes consistently to minimize errors and ensure smooth operations.
• Use the ID # system to identify customer units efficiently.
• Collaborate with tech support and transfer calls when necessary.
• Coordinate with the receptionist to manage overflow calls.
• Answer phone calls professionally, ending with a recap and a positive closing.
• Assist customers with loading and unloading equipment.
• Collect payments and ensure customer satisfaction at the end of service.
• Assist the delivery driver and ensure professionalism in customer interactions.
• Ensure excellent customer service by following every process and task with attention to detail.
• Maintain a clean work environment.
• Assist truck deliveries as needed.
• Ensure customer refreshment area is fully stocked.

Qualifications

• Physical Requirements:Able to lift, carry, push, or pull up to 50 pounds and perform tasks like bending, climbing, squatting, and kneeling.
• Mechanical Aptitude:Intermediate mechanical knowledge and a natural aptitude to learn more.
• Basic Mathematical Skills:Able to perform basic math calculations necessary for repair work, customer orders, and cost estimation.
• Computer Skills:Proficient in using dealer management software, entering repair orders, tracking progress, and utilizing basic tracking systems.
• Attention to Detail:Accurate in gathering customer information, documenting issues, verifying unit details, and following processes consistently.
• Problem-Solving and Adaptability:Able to quickly assess customer needs, troubleshoot issues, and escalate problems to the service manager when beyond personal ability.
• Time Management and Efficiency:Capable of managing multiple tasks simultaneously, prioritizing based on urgency, and ensuring timely completion.
• Dependability and Accountability:Takes ownership of tasks, follows through on commitments, and ensures deadlines and customer satisfaction are met.
• Customer Service Orientation:Provides friendly, professional customer service, actively listening and addressing concerns while following proper communication protocols.
• Collaboration and Teamwork:Works effectively with team members across departments to ensure a seamless and efficient customer service experience.
• Communication Skills:Communicates clearly with customers and colleagues, both in person and over the phone, while adapting style to the situation.
• Willingness to Work Overtime:Open to working overtime as needed to meet customer demands.