The Service Writer is the dealership’s first-line customer relations and service sales representative. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined service sales objectives, and the thorough and accurate performance of designated administrative activities.
SPECIAL RESPONSIBILITIES:
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Customer Relations
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Maintain a high level of grooming, hygiene and uniform appearance.
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Conduct all business with sincerity, honesty and genuine concern for customers.
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Promptly meet and greet service customers in a friendly and courteous manner.
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Listen to customer’s reason (s) for bringing their vehicle to the Service Department.
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Offer logical diagnostic services or repairs to satisfy customer’s concerns.
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Provide accurate estimates for all the services or repairs recommended.
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Handle minor customer complaints and/or misunderstandings with courtesy, tact and in a manner that does not further aggravate problems.
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Make policy adjustments within the guidelines and budgets established by management.
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Personally turnover to the Service Manager or other designated management representatives customers with complaints that cannot be satisfied at the Service Writer level.
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Answer incoming telephone calls promptly, courteously, and make ever effort to satisfy the caller’s inquiry.
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Service Sales
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Sell the proper repairs and/or services responsible to customer’s perceived needs.
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Present a Service Menu of recommended maintenance services to every service customer.
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Make a genuine effort to sell the maintenance services due on every service customer’s vehicle.
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Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide.
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Give every customer an accurate estimate at same time the repair order is initially written.
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Obtain the customer’s written approval on all repair offers at the time of the write-up or when closing additional add-on sales.
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Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership.
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Meet or exceed sales objectives set by management.
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Administration
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Properly, thoroughly open repair orders for the categories or work designated by management.
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Maintain a Service Scheduling Form (route sheet) on a thorough, accurate, and continuous basis.
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Properly document repair order changes.
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Carefully inspect every finished repair order for proper completion, pricing accuracy and legibility.
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Document flat rate time or other required time-keeping according to the Service Department and/or manufacturer’s procedures.
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Maintain a record of carryover vehicles.
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Maintain a record a special order parts status.
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Perform other specific administrative functions as directed by service management,.
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Communication
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Provide additional vehicle problem/complaint information to the technical staff as needed.
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Maintain communications with the technical staff regarding job status changes.
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Remain continuously posted on the shop’s work load to determine the kind of work the shop can quickly accommodate.
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Inform the Sales Manager of potential new vehicle sales customers.
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Confirm service appointments by telephone the day before the customer’s scheduled arrival.
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Contact service customers when their vehicle’s work is finished.
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Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers.
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The duties, requirements and performance specifications outlined in the job description are subject to change without notice.
