Service Writer II Job at Cox Communications in Worcester

Overview

Company Cox Automotive - USA
Job Family Group Vehicle Operations
Job Profile Service Writer II
Management Level Individual Contributor
Flexible Work Option No remote option; must work at a specified Cox location
Travel % No
Work Shift Variable
Compensation Hourly base pay rate is $31.54 - $47.31/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.

Job Description The Service Writer provides accurate vehicle repair estimates for mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Prepares all relevant estimate paperwork, works with procurement / purchasing to obtain parts and pricing information and works with maintenance teams to ensure work is performed as required. Monitors work processes and outcomes for quality and adherence to estimated timelines and costs.

Responsibilities

• Performs basic estimation duties based on compiled information from Mobile Technicians and Customers
• Monitors repair status, completion timelines, and customer communications related to approved estimates
• Keeps records of repair details and completes necessary paperwork
• Follow up on outstanding quotes and prioritize workflow to ensure effectiveness
• Develops positive working relationships with Estimation team members, internal stakeholders and customers
• Providing excellent customer service for all internal and external customer calls
• Serve as a trustworthy advocate for the customer by providing sound guidance and advice regarding any customer technical inquiries or general questions related to products and services provided by the company
• Review, revise existing and generate additional repair estimates at customers request and specifications
• Follows job related duties as directed by manager
• Collect miscellaneous information and parts pricing from various manufacturers and vendors
• Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling
• Assists with other duties and special projects as assigned

Qualifications

Education
High School Diploma/GED and 3 years’ experience. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 1 year’s experience.

Experience
2 years experience in service advisement, maintenance coordination, technician dispatching, or Diesel technology or similar capacity Technician role
Minimum High School diploma or GED required
Experience with DMS systems, preferably Karmak and Mitchell One or similar.
Ability to deliver high levels of customer service and communication capabilities
Proficient oral and written communication is mandatory

Knowledge/Skills/Abilities
Strong communication skills (written, verbal and phone) and customer service skills
Experience with (MS Office, emails, typing, etc.)/ software navigation capabilities to generate repair estimates
Has a sense of urgency daily; is action oriented; acting with a minimum of planning
Ability to work effectively in a fast-paced environment, under pressure, and able to shift priorities quickly to adapt to rapidly changing environments
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Maintains professional but friendly demeanor
Demonstrates interpersonal and customer service skills
Strong communication skills able to communicate clearly and effectively with the ability to effectively interact with all levels within the organization and customers
Excellent organizational skills with exceptional follow-through
Excellent prioritization skills with strong attention to detail
Ability to handle multiple projects in a fast-paced environment

Preferred Qualifications
Experience as an Estimator in a diesel vehicle service department or dealership environment preferred
Proficiency with Mitchell One or similar systems

Drug Testing

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Compensation

Compensation: Hourly base pay rate is $17.79 - $26.63/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

• Health, dental, vision insurance starts DAY ONE of employment.
• 401(k) matching starts after 90 days, 100% match up to 6% contribution and an additional 2% discretionary contribution by the company.
• Accrue up to 200 hours (5-weeks) of Paid Time Off based on your tenure with the company.
• Tuition Assistance/Reimbursement
• Adoption/Surrogacy assistance
• Pet Insurance
• Multiple ERG, diversity groups, and company paid volunteer hours.
• Employee discounts on new vehicle purchases, cellphone plans, ride
• 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, parental leave, and COVID-19 vaccination leave.

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

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.