Service Writer II

CAI Cox Automotive Corp Svcs., LLC; New (KY); Hybrid; USD 60,000 - 92,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Holiday pay

Job summary

Cox Automotive is hiring for a Service Writer II to support our vehicle operations team at a Cox location in the United States. You will handle phone inquiries, prepare cost estimates, and communicate updates to customers on repair status.

You will review repair orders and ensure accurate documentation in the service database, coordinating with technicians and other staff to deliver timely service. The role emphasizes strong communication, multitasking, and adherence to safety standards, with

Qualifications

• High School Diploma/GED required with 3 years’ related experience or equivalent combining education and experience.
• Strong communication skills, both verbal and written, to interact with customers and vendors.
• Proficiency with Windows office suite; ability to learn DFS IT Systems and related tools.

Responsibilities

• Answer phones and assist service customers with repair needs and cost estimates.
• Create repair estimates aligned with customer expectations for cost, quality, and lead time.
• Communicate repair status with customers via email, fax, or phone and obtain approvals.
• Review repair orders for accuracy and ensure proper description of symptoms and approved repairs.
• Manage transaction lifecycle from origination to custody transfer of the repaired unit.
• Obtain customer approvals for repairs and services performed.
• Dispatch and assign shop work to technicians and coordinate with staff.
• Maintain good relationships with customers, vendors, and partners.
• Document consistently in DFS systems regarding each customer vehicle repair.
• Ensure safety policies and organization standards are followed.

Skills

Verbal & written comm

Customer service

Multi-tasking

Computer literacy

Platform learning

Education

High School Diploma/GED

Tools

Karmak

ADP

Reynold

RO Writer

Web Wrench

MobileFrame

DFS IT Systems

Job description

Company Cox Automotive - USA Job Family Group Vehicle Operations Job Profile Service Writer II Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location Travel % No Work Shift Variable Compensation Hourly base pay rate is $29.38 - $44.09/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Cox Fleet keeps your fleet moving! Headquartered in Indianapolis, Cox Fleet has grown to become one of the largest fleet maintenance companies in the country. Fleet Services 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. Fleet Services also services customers utilizing its 50+ 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.

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.

Drug Testing To be employed in this role, you’ll need to clear a pre‑employment drug test. Cox Automotive does not currently administer a pre‑employment drug test for marijuana for this position. However, we are a drug‑free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

• Employees are eligible to receive a minimum of 6.67 hours of paid time off every month and seven paid holidays throughout the calendar year.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry‑leading dealer‑facing companies like vAuto and Manheim, all while enjoying the people‑centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. EOE, including disability/vets Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future. Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.