Job Title: Service Writer (Admin Assistant
– Service Dept.) Reports to: Service ManagerPurpose: The Service Writer is primarily responsible for administrative operations and support of work orders, acting as a liaison (customer, company, and other departments) and maintaining professional communication with a focus on superior customer service.Essential Functions, Duties, & Responsibilities:Assist service department manager/foreman in maintaining an efficient department with a high degree of customer satisfaction.Open and close all customer paid and internal repair orders including proofreading with a high degree of accuracy.Open and assist with all phases of warranty work orders including proofreading with a high degree of accuracy.Follow procedures for quick and efficient handling of warranty items, including tagging and proper storage of warrantable materials.When necessary, estimate costs and completion times at point of sale and clearly communicate them to the customer.Review work in progress to ensure quality and timeliness.Become familiar and efficient with all phases of the computer system for the operation of the service department.Work with parts employees to secure parts for the technicians in the field.
Help distribute work to the technicians and verify time cards.Greet customers immediately in a courteous and friendly manner.Manage telephone calls quickly and courteously.Occasionally reach out to customers by phone to see if they have service needs.As needed, assist with collection of payments.Notify customers of any changes, delays, or additional work needed.Manage customer complaints reasonably and with a positive attitude.Maintains good working relationships with staff and other departments.Actively cares and advocates for safety at Agri-Service.
Adhere to all applicable safety policies, procedures and standards.
Attend regular safety meetings.Works within and promotes corporate vision, mission, and values of the organization.
Performs other duties as assigned.
Knowledge, Skills, and Abilities:Knowledge and use of Microsoft computer products or other comparable systems required.
Proven skills in written and verbal communications, leadership and interpersonal relationship building.Proven customer service and conflict resolution skills.Organized with strong planning, time management and efficiency in work completion.Ability to set and manage priorities.Strong attention to detail and accuracy.Must be a self-starter and able to work without supervision.Education and Experience: Proof of high school diploma or General Education Degree (GED).Valid driver’s license and acceptable driving record required.Must be able to communicate in English (speak, read, comprehend).Competent in using computer and programs such as Work, Excel, and Outlook.Prior administrative experience required.Knowledge of service work, dealership and/or agriculture desired but not required.
Physical Characteristics: Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
Must be able to lift 50 lbs.Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.
It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.