Service Writer II

Cox-Fleet-; Miami (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Cox Fleet is hiring a Shop Service Writer at our Miami location to support growth and ensure top-tier service for fleets. You will handle customer calls, prepare repair estimates, and manage repair orders from start to finish with technicians and sales staff.

The role requires strong communication, multitasking, and computer skills, plus knowledge of maintenance operations regulations. On-site position with safety standards and strong vendor relations.

Qualifications

• HS Diploma or GED; 3 years in a related field, or 5 years with alternative qualifications.
• Strong verbal and written communication.
• Familiarity with Karmak, ADP, Reynold, RO Writer or similar programs.
• Strong computer and Windows Office skills; ability to learn DFS IT Systems such as Web Wrench, MobileFrame, RO Writer.
• Understanding of DOT, federal, state, and local regulations affecting vehicle maintenance operations.
• Ability to multi-task and apply initiative.
• Positive attitude, good instincts, and self-motivation.
• Excellent organizational skills and capability to balance multiple tasks.

Responsibilities

• Answer phones and assist service customers with repair and maintenance needs, providing cost estimates and timelines.
• Create estimates aligned with customer needs and expectations of cost, quality, and lead time.
• Communicate status updates with customers by email, fax, or phone and obtain approvals on repair estimates.
• Review repair orders for accuracy and ensure proper symptoms, problems, and causes are listed; enter RO into the service database.
• Manage the transactions lifecycle from origination to customer custody of the repair technician.
• Obtain customer approvals for all repairs and services performed.
• Dispatch and assign shop work to technicians; collaborate with sales staff and customers.
• Document all repair activities in DFS systems and related records.
• Foster good relationships with customers, vendors, and company partners; uphold safety and quality standards.

Skills

Communication

Multi-tasking

Organizational skills

Customer service

Computer literacy

Adaptability

Education

HS Diploma/GED

Related degree/certification (beyond HS)

Tools

Karmak

ADP

Reynold

RO Writer

Web Wrench

MobileFrame

Job description

Headquartered in Indianapolis, Cox Fleet has grown to become one of the largest fleet maintenance companies in the country.

Cox Fleet is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Cox Fleet also services customers utilizing its 20+ nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.

Cox Fleet is currently hiring a Shop Service Writer to support future growth of the Company at this location. If you are looking for a new place to call home, we would love to talk to you!

DUTIES

Help answer phones and assist service customers with individual needs for vehicle repairs and maintenance services, provide cost estimates, timelines, etc.

Creating estimates in line with varying customer needs and expectations of cost, quality, and lead time.

Communicate with customers via email, fax, or phone to provide updates on vehicle repair status, obtain approvals on repair estimates, retrieve purchase order numbers and/or discuss billing items.

Review repair orders (RO) for accuracy and ensuring proper description of symptoms, problems, and causes are listed, as well as repairs and services performed based on what technicians submit are captured, entering RO into service database system.

Managing the transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.

Obtain customers approval for all repairs and services performed.

Dispatching and assigning shop work to technicians

Working closely with technicians, sales staff and customers ensuring DFS is providing excellent customer service, minimizing costs, and identifying the best solutions for repairing and maintaining customer’s vehicles.

Timely and accurate documentation and notation in all DFS internal and external systems regarding each customer vehicle repair

Creating and fostering good working relationships with customers, vendors, and company partners.

Maintaining quality service by establishing and enforcing organization standards and safety policies.

REQUIREMENTS

High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years’ experience in a related field

Strong verbal and written communication, along with listening skills to interact with customers, employees, and vendors.

Familiarity with Karmak, ADP, Reynold, RO Writer or similar programs

Strong computer and Windows office suite skillset, and the ability to learn new platforms (such as DFS IT Systems, including Web Wrench, MobileFrame, RO Writer)

General understanding of the Department of Transportation (DOT), federal, state, and local regulations affecting vehicle maintenance operations.

Demonstrated ability to multi-task and apply initiative.

Positive attitude, good instincts, and self-motivation

• Excellent organizational skills and the ability to balance a variety of tasks