Service Writer II

Fleet Services by Cox Automotive; Orlando (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Cox Fleet is hiring a Shop Service Writer to support the growth of our nationwide mobile and on-site fleet maintenance services. This role interacts with customers to provide cost estimates, schedules, and repair updates, while coordinating with technicians and sales staff.

Responsibilities include documenting repairs, obtaining approvals, dispatching work, and ensuring quality service. A HS diploma and multi-year related experience are preferred, with strong communication skills and DOT

Qualifications

• HS diploma or GED; 3+ years in a related field, or 5 years of related experience
• Strong verbal and written communication skills
• Familiarity with Karmak, ADP, Reynold, RO Writer or similar programs
• Proficient in Windows Office; ability to learn DFS IT Systems (e.g., Web Wrench, MobileFrame, RO Writer)
• General understanding of DOT regulations affecting vehicle maintenance operations

Responsibilities

• Answer phones and assist service customers with vehicle repairs and maintenance needs; provide estimates
• Create estimates aligned with customer needs and expectations of cost, quality, and lead time
• Communicate updates to customers via email/fax/phone; obtain approvals and discuss billing items
• Review repair orders for accuracy; ensure proper symptoms, problems, causes and repairs are described; enter RO into the service database
• Manage the transaction lifecycle from origination to custody by the repair technician
• Obtain customer approval for all repairs and services performed
• Dispatch and assign shop work to technicians
• Collaborate with technicians, sales staff and customers to ensure excellent service, minimize costs, and identify best repair solutions
• Maintain documentation in DFS systems for each customer vehicle repair
• Build strong relationships with customers, vendors, and partners
• Maintain quality service by enforcing organization standards and safety policies

Skills

Verbal communication

Written communication

Customer service

Multi-tasking

Attention to detail

Education

HS Diploma/GED

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