Service Writer II

Cox Enterprises; Town of Lancaster (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Cox Fleet, headquartered in Indianapolis, is seeking a technically capable, customer-focused service coordinator to help keep our mobile fleet services running smoothly. The position supports Town of Lancaster, NY and nationwide service centers.

You will answer phones, prepare estimates, and update customers on repair status while coordinating with technicians and vendors to ensure timely, cost-effective repairs. Strong communication and organization are essential.

Qualifications

• High School Diploma/GED; 3+ years in related field.
• Experience with fleet maintenance data entry and billing systems.
• Strong communication with customers, employees, and vendors.

Responsibilities

• Answer phones and assist customers with vehicle repairs and maintenance needs.
• Create estimates aligned with customer requirements, cost, and lead times.
• Communicate repair status via email, fax, or phone with customers and to obtain approvals.

Skills

Verbal and written communication

Customer service orientation

Multitasking

Initiative and reliability

Education

High School Diploma or GED

Additional certification or degree

Tools

Karmak

ADP

RO Writer

Web Wrench

MobileFrame

Job description

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.