Service Writer II Job at Cox in Hillsborough Township

Overview

The Service Writer provides accurate vehicle repair estimates for mobile on-site fleet service for light, medium, and heavy-duty trucks and trailers. Responsible for preparing all relevant estimate paperwork, coordinating with procurement/purchasing for parts and pricing, and working 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 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
• Follows up on outstanding quotes and prioritizes workflow to ensure effectiveness
• Develops positive working relationships with Estimation team members, internal stakeholders, and customers
• Provides excellent customer service for all internal and external calls
• Serves 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
• Reviews, revises existing estimates and generates additional repair estimates at customers’ requests and specifications
• Follows job-related duties as directed by manager
• Collects miscellaneous information and parts pricing from various manufacturers and vendors
• Continuously develops and improves company capabilities in Dispatching and Service Scheduling
• Assists with other duties and special projects as assigned

Qualifications

• Education: High School Diploma/GED and 3 years of experience. Alternative combinations such as any level degree/certification beyond HS with 1 year of experience may be considered.
• Experience: 2 years in service advisement, maintenance coordination, technician dispatching, or Diesel technology or similar 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; experience with MS Office and software navigation to generate repair estimates; sense of urgency; ability to work in a fast-paced environment; numerical literacy; professional demeanor; strong interpersonal and customer service skills; ability to interact with all levels of the organization and customers; excellent organizational and prioritization skills; ability to handle multiple projects
• Preferred Qualifications: Experience as an Estimator in a diesel vehicle service department or dealership environment; proficiency with Mitchell One or similar systems

Drug Testing

To be employed in this role, you must clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. We are a drug-free workplace; possession, use, or being under the influence of illegal drugs during work hours, on company property, or in company vehicles is prohibited.

Compensation & Benefits

Compensation: Hourly base pay rate is $28.65 - $42.98/hour. The rate may vary based on location and candidate qualifications. Position may be eligible for additional compensation such as commissions or incentive programs. USD 28.65 - 42.98 per hour is also listed as a range in the description.

Benefits: Eligible for health, dental, vision insurance starts DAY ONE; 401(k) matching starts after 90 days with 100% match up to 6% plus 2% discretionary contribution; paid time off accrual; tuition assistance; adoption/surrogacy assistance; pet insurance; multiple ERG/diversity groups and volunteer hours; employee discounts on vehicle purchases and cell plans; eligibility for additional paid time off including bereavement, voting, jury duty, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave; applicants must be authorized to work in the United States without current or future sponsorship.