Service Writer Job at Ridezilla in Carson City

Ridezilla, a leading powersports dealership, is seeking a highly organized and customer-focused Service Writer to join our team in Carson City, NV.

This role serves as the primary point of contact between customers and the Service Department, helping ensure service requests are accurately documented, communicated, and completed efficiently. The Service Writer plays a key role in maintaining workflow, supporting technicians, and delivering a strong customer experience from check-in through service completion.

Key Responsibilities
1. Customer Interaction

• Greet customers and provide a professional, welcoming experience
• Listen to customer concerns and accurately assess service needs
• Provide clear communication and updates throughout the service process
• Set expectations regarding timelines, repairs, and service outcomes

2. Appointment Coordination

• Schedule service appointments based on customer needs and shop availability
• Coordinate with service technicians to maintain workflow efficiency
• Manage and update the service appointment calendar

3. Repair Orders & Documentation

• Create and manage Repair Orders (ROs) in Lightspeed, including documenting symptoms, concerns, and required services
• Obtain customer approvals and signatures for service work
• Ensure all required documentation is accurate and complete
• Maintain organized and accurate service records
• Generate invoices and ensure pricing transparency

4. Service Communication

• Act as a liaison between customers and service technicians
• Translate technical information into clear, customer-friendly language
• Review service history and maintenance schedules when applicable
• Provide basic guidance to customers on service and maintenance needs

5. Quality & Follow-Up

• Conduct follow-up communication to ensure customer satisfaction
• Address customer concerns professionally and escalate when necessary
• Support the service team in maintaining quality standards and efficiency

6. Product Knowledge & Support

• Stay informed on powersports vehicles, parts, and service offerings
• Educate customers on maintenance, accessories, and upgrade options when appropriate

Requirements

• Familiarity with basic combustion engine operation and parts.
• General knowledge of powersports products and vehicles preferred.
• Ability to learn and operate dealership systems (Lightspeed experience a plus).
• Strong multitasking and organizational skills.
• Ability to follow established policies and procedures.
• Strong communication and customer service skills.

Working Conditions

• Shop and office environment with potential exposure to noise and equipment.
• May be required to work more than 40 hours based on business needs.

Physical Requirements

• Ability to sit or stand for extended periods of time.
• Ability to lift up to 50 lbs.
• Ability to bend, kneel, and reach as needed.