Automotive Service Writer Job at Metrolina Tire&Auto in Charlotte

• Customer interaction:
  • Greeting customers promptly and professionally.
  • Assessing vehicle service needs and listening to customer repair needs
  • Documenting customer complaints and service requests.
  • Explaining vehicle issues and necessary repairs in an understandable way.
  • Providing accurate cost estimates for services and repairs.
  • Obtaining customer approval for repairs before starting work.
  • Updating customers on vehicle status and following up on upcoming maintenance.
  • Resolving customer complaints and ensuring a positive experience.
• Service coordination:
  • Scheduling service appointments and coordinating with service technicians.
  • Managing repair orders, invoices, and billing details.
  • Reviewing service history and recommending appropriate services or repairs.
  • Ensuring quality standards and customer satisfaction goals are met.
  • Potentially road-testing vehicles to confirm symptoms and aid in diagnosis.
• Technical expertise & sales:
  • RO Writer or Tech Metric experience
  • Warranty company claims experience
  • Maintaining knowledge of automotive diagnostics and repair techniques.
  • Understanding vehicle warranties (manufacturer and emissions).
  • Upselling additional services and products when appropriate.

Essential skills and qualifications

• Strong communication skills: Excellent written and verbal communication are crucial for interacting with customers, explaining technical information, and documenting work.
• Customer service focus: Providing exceptional customer service is paramount for building loyalty and retention.
• Automotive knowledge: A foundational understanding of vehicle mechanics, parts, operations, and common problems is necessary.
• Technical proficiency: The ability to use computers, spreadsheets, word processors, and automotive software is often required.
• Organizational skills: Effectively managing appointments, paperwork, and customer details requires strong organizational abilities.
• Problem-solving and adaptability: Addressing customer issues and adapting to varying service needs require problem-solving skills.
• Attention to detail: Accuracy in documenting customer needs, repair orders, and billing is vital.

Typical requirements

• High school diploma or equivalent (GED).
• Prior experience in an automotive service or customer service role is highly preferred.
• Experience with specific manufacturers or ASE certification can be a bonus.
• Basic computer and point-of-sale proficiency.
• A valid driver's license with an acceptable driving record.