Service Writer II

Cox Automotive; Town of Lancaster (NY); On-site; USD 4,047,000 - 6,074,000; Full time

Benefits offered by this job

Paid time off

7 paid holidays

Bereavement leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Fleet in Town of Lancaster, NY is seeking a motivated Service Coordinator to support on-site maintenance operations. You will answer calls, prepare cost estimates, communicate with customers, and help manage repair orders from start to finish.

Responsibilities include coordinating with technicians, sales staff, and customers to minimize costs and ensure quality service, while documenting activities in DFS systems and upholding safety and process standards.

Qualifications

• High School Diploma or GED with 3 years' related experience, or 5 years in a related field.
• Strong verbal and written communication, plus listening skills.
• Familiarity with Karmak, ADP, Reynold, RO Writer or similar programs.
• Strong computer skills; ability to learn DFS IT Systems (Web Wrench, MobileFrame, RO Writer).
• General understanding of DOT, federal, state, and local vehicle maintenance regulations.
• Demonstrated ability to multitask, take initiative, and stay organized.

Responsibilities

• Answer phones and assist service customers with repairs, provide cost estimates and timelines.
• Create estimates aligned with customer needs and expectations of cost, quality, and lead time.
• Communicate with customers via email, fax, or phone to provide updates and obtain approvals.
• Review repair orders for accuracy and ensure proper description of symptoms, problems, and causes; enter RO into the service database.
• Manage the transactions lifecycle from origination to custody of the repair technician.
• Obtain customers' approvals for all repairs and services performed.
• Dispatch and assign shop work to technicians.
• Work closely with technicians, sales staff and customers to minimize costs and identify best solutions.
• Document all repair activity in DFS systems and related records.
• Build and maintain relationships with customers, vendors, and partners.
• Maintain service quality by enforcing organizational standards and safety policies.

Skills

Communication

Multi-tasking

Customer service

Microsoft Office

Education

High School Diploma/GED

Tools

Karmak

ADP

RO Writer

Web Wrench

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.

USD 29.38 - 44.09 per hour

Compensation:

Hourly pay rate is in the range of $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.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets