Service Writer
Lone Star Powersports, Abilene, TX, United States
Service writers act as the liaison between the service department and our customers. The service writer schedules and coordinates repairs and maintenance, performs cost and time estimates for those transactions, tracks repairs and the causes of problems, schedules the most appropriate service technician, and processes the customers’ warranties.
Qualifications:
Proven experience in sales, customer relations and service – minimum 2 years.
Excellent communication skills in person, over the phone, and email.
Problem-solving and listening skills.
Patient disposition and ability to resolve conflicts.
Knowledgeable in computer applications and dealership DMS software.
Personal or professional mechanical knowledge of powersports machines – minimum 2 years.
Must understand basic engine function.
Service Writer Responsibilities/What you’ll do:
Develop strong customer relationships through the successful management of products and service delivery.
Maintain computerized customer profile information.
Take customers’ calls to arrange appointments.
Update customers of their repair status while the vehicle remains in the service department.
Notify customers when to pick up their machines once the repairs are completed.
Develop cost estimates, log needed parts, the time needed for repairs, and schedule the service.
Convey all necessary information regarding costs, parts, work, to the customers and management.
Meet with customers to discuss their requirements and relay those requirements to the service technicians.
Assign repairs to the most qualified technician for each job.
Contact customers in the case of additional work to relay the details and extra costs.
Enter the details of repair jobs on the company's DMS.
Process warranties and insurance claims.
Review and process warranty claims in accordance with the manufacture policy and procedures.
Understand why claims went into review.
Process repair claims that require review for payment to dealer.
Validate claims coding for proper causal part, labor op codes and parts.
Release repaired machines to the customers and explain the work done and costs accrued to ensure their satisfaction and repeat business.
Ensure quality standards and customer satisfaction goals are met or exceeded through the daily management, support, and leadership of the service team.
Service Writer Requirements/What we are looking for:
Work/personal experience and product knowledge in powersports – minimum 2 years.
Strong Computer literacy and knowledge of office software programs.
The ability to understand and relate technical issues to the service team from customers' non-technical descriptions.
Ability to perform a thorough service “walk around” when checking in machines for repair.
Ability to perform a thorough instructional “walk around” when customer’s purchase a new machine.
Responsible for maintaining an organized process of repair order workflow.
Collaborate with management to resolve customer issues resulting in a world class customer experience.
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Qualifications:
Proven experience in sales, customer relations and service – minimum 2 years.
Excellent communication skills in person, over the phone, and email.
Problem-solving and listening skills.
Patient disposition and ability to resolve conflicts.
Knowledgeable in computer applications and dealership DMS software.
Personal or professional mechanical knowledge of powersports machines – minimum 2 years.
Must understand basic engine function.
Service Writer Responsibilities/What you’ll do:
Develop strong customer relationships through the successful management of products and service delivery.
Maintain computerized customer profile information.
Take customers’ calls to arrange appointments.
Update customers of their repair status while the vehicle remains in the service department.
Notify customers when to pick up their machines once the repairs are completed.
Develop cost estimates, log needed parts, the time needed for repairs, and schedule the service.
Convey all necessary information regarding costs, parts, work, to the customers and management.
Meet with customers to discuss their requirements and relay those requirements to the service technicians.
Assign repairs to the most qualified technician for each job.
Contact customers in the case of additional work to relay the details and extra costs.
Enter the details of repair jobs on the company's DMS.
Process warranties and insurance claims.
Review and process warranty claims in accordance with the manufacture policy and procedures.
Understand why claims went into review.
Process repair claims that require review for payment to dealer.
Validate claims coding for proper causal part, labor op codes and parts.
Release repaired machines to the customers and explain the work done and costs accrued to ensure their satisfaction and repeat business.
Ensure quality standards and customer satisfaction goals are met or exceeded through the daily management, support, and leadership of the service team.
Service Writer Requirements/What we are looking for:
Work/personal experience and product knowledge in powersports – minimum 2 years.
Strong Computer literacy and knowledge of office software programs.
The ability to understand and relate technical issues to the service team from customers' non-technical descriptions.
Ability to perform a thorough service “walk around” when checking in machines for repair.
Ability to perform a thorough instructional “walk around” when customer’s purchase a new machine.
Responsible for maintaining an organized process of repair order workflow.
Collaborate with management to resolve customer issues resulting in a world class customer experience.
#J-18808-Ljbffr