Service Writer | Pensacola, FL

Paycom - ATS; Pensacola (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental, and Vision insurance

401(k) retirement plan with company’s

Paid time off and holidays

Disability insurance

In-house and OEM training

Job summary

Empire Truck Sales is seeking a Service Writer (Service Advisor) to be the primary contact between customers and the service department in Pensacola, FL. The role emphasizes communication, administrative coordination, and problem-solving in a fast-paced shop environment.

You'll open and manage repair orders, relay estimates and timelines to customers, and coordinate with technicians and parts staff to keep work moving smoothly. Strong organizational and data-entry skills are essential.

Qualifications

• Experience in customer-facing roles such as service coordination or call center.
• Proven communication skills, both verbal and written.
• Strong organizational abilities and attention to detail.
• Ability to multitask and work under pressure in a fast-paced environment.
• Proficient with Microsoft Office and dealership software basics.

Responsibilities

• Serve as the primary contact for service and repair needs.
• Handle high volumes of inbound/outbound calls with professionalism.
• Open, update, and close repair orders accurately and timely.
• Communicate repair status, estimates, and timelines to customers.
• Coordinate with technicians, parts staff, and management to keep repairs moving.
• Schedule service appointments and manage workflow priorities.
• Maintain dealership system data and records.
• Assist with daily service department operations.
• Resolve customer concerns to sustain satisfaction.

Skills

Customer service excellence

Verbal and written communication

Organizational skills

Multitasking

Microsoft Office proficiency

Data entry accuracy

Tools

Microsoft Office

Job description

Join the Empire Truck Sales TeamAre you a customer service professional who thrives in a fast-paced environment, enjoys helping people, and can keep multiple priorities moving at once?Empire Truck Sales is seeking a highly organized and customer-focused Service Writer (Service Advisor) to serve as the primary point of contact between our customers and service department. This role is ideal for someone who excels at communication, administrative coordination, problem-solving, and managing a high volume of inbound and outbound phone calls.As one of the largest Freightliner and Western Star dealerships in the Southeast, Empire Truck Sales offers long-term career opportunities, industry-leading training, competitive benefits, and a team environment where your contributions are valued and recognized.What You'll DoServe as the first point of contact for customers seeking service and repair assistance.Handle a high volume of inbound and outbound phone calls while delivering exceptional customer service.Build strong customer relationships through professional, friendly, and timely communication.Open, maintain, and close repair orders accurately and efficiently.Communicate repair status, estimates, timelines, and recommendations to customers.Coordinate with technicians, parts personnel, and management to keep repairs moving efficiently.Obtain customer approvals and ensure all required documentation is completed.Schedule service appointments and help manage workflow priorities.Maintain accurate records and data within dealership software systems.Assist with daily service department operations and administrative tasks.Resolve customer concerns professionally while maintaining a positive customer experience.Help create a service experience that drives customer satisfaction, loyalty, and repeat business.What You’ll NeedExceptional customer service skills with a genuine desire to help customers and resolve issues professionally.Experience in a customer-facing, administrative, office support, service coordination, call center, dispatching, or similar role.Ability to manage a high volume of inbound and outbound phone calls while maintaining professionalism and accuracy.Strong verbal and written communication skills.Excellent organizational skills and attention to detail.Ability to multitask, prioritize responsibilities, and perform effectively in a demanding environment.Strong computer proficiency, including Microsoft Office (Word, Excel, and Outlook).Accurate data entry and recordkeeping skills.Ability to work effectively with customers, technicians, parts personnel, and management.Professional attitude with strong problem-solving and conflict resolution abilities.Valid driver's license and a clean driving record.Preferred QualificationsTwo or more years of experience as a Service Clerk, Service Writer, Service Advisor, Parts Advisor, Service Coordinator, Warranty Clerk, Dealer Customer Service Representative, or similar role.Experience in a commercial truck, diesel, automotive, equipment, transportation, or dealership environment.Knowledge of repair order processes, warranty administration, and service scheduling.Familiarity with heavy trucks, diesel, automotive, or equipment terminology.Experience reviewing estimates, obtaining approvals, and identifying additional service opportunities.Warranty processing or dealership management system experience.Why Empire Truck Sales?Competitive pay and advancement opportunities.In-house and OEM training programs that support long-term career growth.Comprehensive Medical, Dental, and Vision Insurance.Company paid Short-Term and Long-Term Disability Insurance.401(k) Retirement Plan with Company Match.Paid Time Off and Paid Holidays.Professional, supportive team environment.Career opportunities with one of the Southeast's leading Freightliner and Western Star dealership groups.Build Your Career With UsAt Empire Truck Sales, we understand that great Service Writers come from a variety of backgrounds. If you have strong customer service skills, administrative experience, excellent communication abilities, and enjoy helping customers solve problems, we encourage you to apply.Empire Truck Sales is an Equal Opportunity Employer and maintains a safe, drug-free workplace. All offers of employment are contingent upon successful completion of pre-employment background and drug screenings.