Service Writer II

Fleet Services by Cox Automotive; Orlando (FL); Presencial; USD 38.000 - 54.000; Jornada completa

Descripción de la vacante

Fleet Services by Cox Automotive in Orlando is seeking a Shop Service Writer to support growth and deliver exceptional customer service. You will answer phones, assist service customers with vehicle repairs and maintenance, and create clear cost estimates with timelines to align with customer expectations.

You will communicate updates by phone, email, or fax, review repair orders for accuracy, manage the transactions lifecycle from origination to return, obtain customer approvals, and work

Formación

• HS Diploma/GED or higher in related field.
• 3+ years in related field; or 5 years with alternate qualifications.
• Excellent verbal and written communication with customers, employees, vendors.

Responsabilidades

• Answer phones and assist service customers with repairs and maintenance.
• Create estimates aligned with customer needs, cost, quality and lead time.
• Communicate repair status and approvals via email, fax, or phone.
• Review RO for accuracy, ensuring symptoms and repairs are described properly.
• Manage transactions from origination to customer handoff to technician.
• Obtain customer approvals for repairs and services performed.
• Dispatch shop work to technicians and coordinate with staff and customers.
• Maintain good relationships with customers, vendors and partners.
• Document updates in DFS systems and ensure safety policies are followed.

Conocimientos

Bilingual Spanish

Communication skills

Customer service

Multi-tasking

Organizational skills

Educación

High School Diploma or GED

Herramientas

Karmak

ADP

Reynolds RO Writer

Web Wrench

MobileFrame

RO Writer

Descripción del empleo

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

EOE, including disability/vets ****

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.

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

• Bilingual (Spanish)
• 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