Service Writer

Sonsray Inc; Phoenix (AZ); On-site; USD 33,062 - 46,838; Full time

Benefits offered by this job

Medical coverage (PPO + HSA options)

Dental, Vision, and Life insurance

401(k) plan

80 hours of annual vacation

Annual boot voucher

Paid day off for community service

Birthday meal

Company growth emphasis

Annual Holiday Party

Job summary

A leading heavy machinery service provider in Phoenix, AZ, is seeking a Service Writer to be the main point of contact between customers and the service department. This role involves managing repair requests, preparing repair orders, and ensuring customer satisfaction. Candidates should have a minimum of 3 years of relevant experience, preferably in a dealership setting, and excellent customer service skills. The position offers competitive pay and a range of benefits including medical coverage and paid volunteer days.

Qualifications

• Minimum 3 years of experience in office administrative duties and customer relations.
• Experience in Refrigerated Transportation or Heavy Diesel dealership preferred.
• Excellent ability to handle customer updates and concerns professionally.

Responsibilities

• Verifies warranty and service contract coverage.
• Develops estimates for repairs and services.
• Prepares repair orders based on customer needs.
• Maintains job board and delegates work to technicians.
• Maintains customer confidence through communication.

Skills

Customer service

Computer skills

Problem-solving

Bilingual in Spanish

Job description

Job Title: Service Writer

Location: Phoenix, AZ

Job Type: Full‑Time

Salary Range: $24–$34 hourly, depending on experience

Job Summary: The Service Writer serves as the main point of contact between customers and the service department, managing repair requests for heavy equipment within our Machinery division. This role is responsible for preparing repair orders, providing estimates, verifying warranty coverage, and coordinating workflow to support technicians. The ideal candidate is organized, customer‑focused, and can manage multiple priorities in a fast‑paced environment.

Responsibilities

• Verifies warranty and service contract coverage by examining records and papers; explains provisions and exclusions.
• Develops estimates by costing materials, supplies, and labor; calculates customer payment, including deductibles.
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtains approval signatures; enters RO into E‑Emphasys.
• Maintains a job board and helps in delegating work to technicians.
• Maintains customer confidence by explaining estimates and expected return of vehicle; obtains customer approval of estimates; provides contact telephone numbers; answers questions and concerns.
• Maintains unit records by recording problems and corrective actions planned.
• Updates job knowledge by participating in educational opportunities; reading manufacturers' publications and taking online factory courses.
• Enhances organization's reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.
• Performs other functions or duties as directed by management in line with dealership objectives.

Qualifications

• 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.
• Basic mechanical knowledge is a plus.
• Bilingual in Spanish is a plus.
• Able to accomplish monthly service goals and deadlines.
• Excellent customer service skills are needed with a proven ability to handle customer updates, concerns, demands, and objections while always maintaining professional and good composure in the workplace.

Benefits

• Medical coverage (PPO + HSA options).
• Dental, Vision, and Life insurance provided at no cost.
• 401(k) 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.