Service Writer II

Fleet Services by Cox Automotive; Town of Lancaster (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Cox Fleet is hiring a Shop Service Writer at our Lancaster, NY location to support daily repair and maintenance operations. You will answer phones, prepare cost estimates, communicate with customers, and manage repair orders from start to finish in our service database systems.

Ideal candidates have a High School Diploma or GED with 3+ years in a related field, strong communication skills, and familiarity with shop software like Karmak, ADP, or RO Writer.

Qualifications

• High School Diploma or GED; 3 years in related field
• Alternatively 5 years in related field
• Strong verbal and written communication skills

Responsibilities

• Answer phones and assist customers with repairs and maintenance estimates
• Create repair estimates and communicate timelines
• Communicate with customers via email, fax, or phone to provide updates on repair status
• Review and enter repair orders into the service database
• Manage the transactions lifecycle from origination to repair completion
• Obtain customer approvals for all repairs and services
• Dispatch shop work to technicians and coordinate with staff
• Document repairs in DFS systems and maintain accurate records
• Foster good relationships with customers, vendors, and partners
• Maintain safety standards and organizational procedures

Skills

Communication

Customer service

Multi-tasking

Education

High School Diploma/GED

Related degree/certification accepted

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