Internal Service Writer

Description

The internal writer is responsible for providing excellent customer service keeping in mind that our customer’s perspective comes first. This individual presents a friendly, professional greeting to customers and helps identify, confirm, and offer resolution to customer concerns. The Service Advisor has a sincere desire to serve our customers. This individual finds and communicates additional repair and service needs to the customer based on vehicle inspection. Serves as the communicator between customer and technician; ensuring the customer’s needs are understood by the technician and the needed and recommended service/repairs are understood by the customer.

The Service Advisor is supervised by the Service Manager.

Essential Functions and Duties

• Answer incoming telephone calls in a friendly and professional manner.
• Identify, confirm and offer resolution to customer concerns.
• Offer a multi-point inspection.
• Write accurate repair orders using CDK system.
• Posting out invoices
• Provide estimates that are accurate and support the work done.
• Obtain approval to review findings of multi-point inspection and associated prices.
• Obtain approval to proceed with Additional Service Requests.
• Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.
• Communicate with technicians to gain clear understanding of services required and/or performed.
• Follow-up with customer during repair/servicing of vehicle so they are aware of status.
• Upon completion of service performed promptly and professionally re-deliver vehicle to customer.
• Review all lines of completed repair order and collect payment for services performed.
• Other duties as assigned.
• Constructively communicate with other dealership personnel as required to satisfy customer needs.
• Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its personnel, or customers.
• Maintain personal grooming, hygiene, and uniform standards according to departmental policies.
• Arrive at work, take breaks, and depart work at the times designated by management.
• Attend meetings and trainings as scheduled.
• Ensure that work areas and customer waiting areas are kept clean.

Performance Measurements

• Customer Satisfaction Index (NPS)
• Hours per RO
• Effective Labor Rate
• Customer Pay Sales as a percentage of Total Sales

Additional Knowledge, Skills, and Abilities

• Communication skills – communicates effectively with others.
• Time management – managing one’s own time and time of others.
• Typing – ability to type efficiently in order to enter repair orders.
• Mathematics – calculating service costs and counting change.
• Basic computer skills

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential fun

Requirements

• CDK Experience Preferred  
• High school graduate or equivalent
• 18 years or older
• Possess an acceptable driving record and valid driver’s license in state of residence
• A criminal history background check will be conducted prior to beginning employment
• Clear pre-employment drug screen