Service Writer

North American Truck & Trailer, Inc.; Sioux Falls (SD); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Matching 401k

Paid PTO

Job summary

Black Hills Truck & Trailer in Sioux Falls, SD is seeking a proactive Service Writer to greet customers, document vehicle issues, and translate needs into clear service requests. You will explain maintenance recommendations, provide cost estimates, and coordinate with the service team to ensure timely repairs.

The role emphasizes accurate record-keeping, effective communication with technicians and customers, and opportunities to upsell service packages.

Qualifications

• High school diploma or equivalent required; automotive tech training a plus.
• Proven experience as a Service Writer or Service Advisor in automotive
• Knowledge of automotive systems, maintenance terminology
• Strong communication and interpersonal skills
• Excellent customer service orientation and ability to build trust

Responsibilities

• Greet customers and document service needs accurately.
• Consult with customers on maintenance and repair requirements.
• Provide cost estimates and explain scope, costs, and timelines.
• Schedule service appointments and coordinate with technicians.
• Order parts and manage inventory for scheduled repairs.
• Maintain customer records and vehicle histories.
• Upsell service packages and loyalty programs.
• Communicate progress to customers and ensure satisfaction.

Skills

Customer service

Communication

Attention to detail

Problem-solving

Education

High School Diploma

Automotive-related coursework

Tools

Scheduling software

Invoicing software

Record-keeping software

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.