Service Writer

North American Truck & Trailer, Inc; Rapid City (SD); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k matching

Paid PTO

Job summary

Black Hills Truck & Trailer is seeking a Service Writer to join our team in Rapid City. You will greet customers, capture service details, and explain maintenance recommendations with clear cost estimates.

You will schedule appointments, coordinate with technicians, manage parts and invoices, and strive to ensure exceptional customer service and satisfaction in a fast-paced shop environment.

Qualifications

• High school diploma or equivalent; automotive or customer service training is a plus.
• Experience as a Service Writer/Advisor or similar role in automotive.
• Knowledge of automotive systems and service terminology.
• Strong communication, interpersonal and customer service skills.
• Proficiency with scheduling, invoicing, and record-keeping software.
• Ability to multitask in a fast-paced shop environment.

Responsibilities

• Greet customers and document service needs for vehicles.
• Assess maintenance or repair requirements and explain suggested services.
• Provide accurate cost estimates and create service orders.
• Schedule appointments and coordinate with technicians.
• Order parts, manage inventory, and monitor deliveries.
• Maintain customer updates, invoices, and records.
• Identify upsell opportunities for service packages and maintenance.

Skills

Communication

Customer service

Detail oriented

Multi-tasking

Computer skills

Education

High school diploma

Automotive tech training

Tools

Scheduling software

Invoicing software

CRM systems

Job description

Black Hills Truck & Trailer is looking to fill a Service Writer position.

By joining our team, you can experience a rewarding career with a leader in the truck industry. We are always looking for great candidates to join our team.

Key Responsibilities:

1. Customer Interaction:
   • Greet customers and provide a welcoming and professional first impression.
   • Listen to customer concerns, questions, and descriptions of vehicle issues.
   • Communicate effectively to understand and document the customer's service needs.
2. Service Recommendations:
   • Consult with customers to assess their vehicle's maintenance or repair requirements.
   • Make service recommendations based on manufacturer guidelines, service schedules, and vehicle inspection results.
   • Explain recommended services, including the scope of work, estimated costs, and timelines.
3. Cost Estimates and Invoices:
   • Provide customers with accurate cost estimates for proposed services.
   • Create detailed service orders and invoices, ensuring clarity and transparency in pricing.
   • Review final invoices with customers, obtain approval, and process payments.
4. Scheduling and Coordination:
   • Schedule service appointments based on customer availability and shop capacity.
   • Coordinate service appointments with the service team, ensuring efficient workflow.
   • Monitor repair progress and update customers on timelines and any unexpected delays.
5. Parts and Inventory:
   • Order necessary parts and materials for service and repairs.
   • Maintain an organized inventory of commonly used parts and supplies.
   • Monitor parts deliveries and ensure availability for scheduled repairs.
6. Customer Satisfaction:
   • Maintain a high level of customer satisfaction by addressing concerns and providing regular updates.
   • Handle customer complaints or issues professionally and aim for resolution.
7. Technician Communication:
   • Communicate service requests, vehicle histories, and customer preferences to the service technicians.
   • Ensure clear and accurate documentation of services performed.
8. Record-Keeping:
   • Maintain organized and accurate records of customer interactions, service orders, and invoices.
   • Update customer profiles and vehicle histories as needed.
9. Sales and Upselling:
   • Identify opportunities to upsell additional services or recommended maintenance.
   • Promote service packages, specials, and loyalty programs to customers.

Qualifications:

• High school diploma or equivalent; additional training in automotive technology or customer service is a plus.
• Proven experience as a Service Writer, Service Advisor, or in a similar customer service role within the automotive industry.
• Knowledge of automotive systems, maintenance, and repair terminology.
• Strong communication and interpersonal skills.
• Excellent customer service orientation and the ability to build trust and rapport with customers.
• Proficiency in computer software for scheduling, invoicing, and record-keeping.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Problem-solving skills and attention to detail.
• Valid driver's license (if required).

Service Writers are essential in providing customers with a seamless and satisfying service experience while ensuring that their vehicles receive necessary maintenance and repairs. Their role involves effective communication, service coordination, and attention to customer needs, contributing to the overall success of the service department or repair shop.

• We offer a full range of benefits including medical, dental, and vision insurance, matching 401k, and paid PTO.

Wage will be dependent on experience.