Position Description
Job Title: Service Writer and Account Admin
Reports To: Operations Manager
Scope: This position is responsible for providing quality customer service, service sales, and administrative assistance to ABC Service operations.
Major Areas of Responsibility:
- Greets, establishes, and maintains a positive rapport with customers and potential customers
- Develops a keen understanding of all ABC products and services
- Understands effective service sales processes and actively seeks sales opportunities
- Assists customers in determining needs and promotes ABC products accordingly
- Initiates service order on DSI/Oracle system, secures customer's signature, and closes when completed
- Estimates cost of repair and prepares itemized service order, listing costs of parts and labor
- Initiate and complete credit check when necessary and establishes customer payment arrangements
- Maintains good communication with customer and follows up after work is completed to ensure satisfaction
- Maintain good working knowledge of local, State, and Federal regulations applicable to shop operations including EPA, OSHA, and DOT
- Complies with all company policies and procedures
- Understands customer's needs and is committed to exceed customer expectations every day
- Review, close and collect payment for all outside customer's service invoices
- Works with the parts department to ensure all parts are charged to the proper service order
- Ensure Customer Down List accuracy and post twice a day at 2:30pm and 5:30pm
- Complete review and accuracy of daily customer parts bill and invoicing
- Be prepared to provide accurate updates and participate in regular customer check-in meetings
- Coordinate with Business Manager on any needed reports for Google
- Collect, process, analyze and assemble meaningful and accurate data to present to customers in a clear and intuitive manner using tools such PowerPoint
- Review and price all large work orders for Google ensuring proper parts billing, informative and succinct tech stories, and labor accounting
- Monitors "Work-in-Process" regularly and problem solves all open jobs to ensure all completed and closeable work orders are closed immediately
- Works closely with the shop foreman, Service Manager and Operation Manager in immediately recognizing and communicating jobs with excessive tech time or other excessive cost
- Other duties as assigned
Qualifications:
- Previous Service Writer/ Service Advisor or Customer Service training or work experience preferably in the vehicle service industry
- Working knowledge of computer business software to include Microsoft Word, Excel Outlook, or similar business software applications
Skills:
- Must have excellent interpersonal and customer service skills
- Requires strong organizational skills to include the ability to effectively manage multiple projects, prioritize tasks and complete assignments within expected time frames
Physical Demands:
- Ability to lift, push and pull at least 10 pounds
- Must be able to sit for long periods of time
- Ability to bend, stoop, squat and lift infrequently
ABC Bus Companies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ABC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ABC will not tolerate discrimination or harassment based on any of these characteristics.
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