Service Writer

A service writer works in the automotive industry, usually at a car dealership, and is responsible for documenting customer concerns about their vehicles. The job description of a service writer involves excellent customer service skills and knowledge of the automotive industry. Communication skills are a key to the success of a service writer.

Position Description

A service writer greets customers at the dealership, listens to their concerns and addresses inquiries as necessary, writes reports of a vehicle’s condition, and delivers information to a professional mechanic or technician. Presents multi-point inspections and sells required repairs.

Essential Duties and Responsibilities of a Service Writer

• Greets patrons at the dealership.
• Inquires as to the nature of the customer visit.
• Takes detailed notes with regard to customer’s vehicle concerns.
• Asks open-ended follow up questions as necessary.
• Enters customer’s personal information in dealership database.
• Provides forms for customers to sign, via tablet.
• Creates work orders with specific details.
• Codes work orders so the correct technicians get the jobs they have the skills for.
• Acts as liaison between customer and vehicle technician.
• Provides estimates.
• Imparts information to customer regarding the work provided by the mechanic.
• Answers customer questions regarding condition of the vehicle, wait time, and cost.
• Explains terminology and the nature of work completed to customer.
• Prints out billing statements.
• Explains billing details to customer.
• Processes customer payments.
• Maintains logs of vehicle work completed.
• Answers service area phones and schedules appointments as needed.
• Drives vehicle from garage to customer parking lot when service is completed.
• Refers customer to service advisor as necessary.

Required Knowledge, Skills and Abilities

• Demonstrates strong interpersonal and customer service skills.
• Maintains professional but friendly demeanor.
• Possesses knowledge of automotive industry and various repair options.
• Demonstrates patience.
• Demonstrates strong organizational skills.
• Is able to read and interpret automotive billing statements and work orders.
• Communicates clearly and effectively.
• Exhibits ability to understand and interpret vehicle terminology.
• Is able to translate automotive jargon into layman’s terms for explanatory purposes.
• Pays close attention to detail.
• Exhibits ability to remain calm and polite when dealing with frustrated customers.
• Knows how to drive.
• Possesses basic computer skills and is familiar with word processing programs.
• Manages time efficiently.
• Demonstrates excellent telephone etiquette.

Education and Experience

• High school diploma or GED required.
• Previous work experience in automotive industry required, dealership is a plus
• Must have CDK experience
• Must hold a valid/clean driver’s license.

Work Environment

• The majority of working hours are spent customer facing in a dealership.
• Time will also be spent in the service area of the shop consulting with mechanics.
• Standard 40-50 hour workweek applies.
• Shifts vary from day to evening, and some weekend hours may be required.
• Some areas of the workplace may be hazardous and/or dirty; proper safety and protective gear should be worn as needed.

Salary

• The average salary for a service writer is between $50,000 and $80,000 per year.