Service Writer

Summary Description

Intakes customer vehicles, diagnoses initial problems and service needs, schedules work, and communicates job status to customer. Deals with customers by telephone, email and/or in person.

Key Results Areas:

1) Service Department Operations

• Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
• Interview customers on their motorcycle issues using the systematic approach for each concern.
• Diagnose problems or customer concerns accurately, and clearly describe them on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Follow-up progress of each repair order during the day, contact customers by telephone regarding changes in the estimate or time promised.
• Assists with labour quote estimates for internal & accident repairs. Performs follow-up with all accident jobs (insurance company/customer/administration), ensuring payment and closure.
• Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items. Focus on initial determinations and policies with the customer. Assist Service Specialist with submissions & details if required.
• Arranges initial PDI’s (uncrating) of new motorcycle arrivals as per priority schedules.
• Perform cashier functions, as needed.
• Open & close all customer paid, warranty, and internal repair orders.
• Become familiar and efficient with all phases of the computer system required for service & parts management.
• Maintain a clean and organized service reception area.
• Responsible for merchandising the Parts & Accessories walls of the Service Reception area.

2) Customer Service

• Provide superior customer service to both internal and external customers.
• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously. Ensure all messages are returned.
• Complete follow-up contacts with customers within 1 week of completed service work. Document concerns and follow-up with resolution, if required.
• Notify customers A.S.A.P. of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
• Sell additional services by pointing out service specials or additional work needed.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Avoid making commitments which cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.

3) Other Duties - As Assigned

Commitments:

• Treat all employees and customers fairly, courteously, and with dignity.
• Respect & follow company Core Values, Vision and Mission Statements.
• Be honest and fair in all business dealings and focus on quality.
• Practice safe working methods and adhere to Health & Safety Policy and procedures.
• Be prompt and available for flexible scheduling.
• Demonstrate an interest in growing the business.
• Model superior customer service behavior for all service personnel by maintaining positive relationships with customers, employees GM and owner(s).
• Remain current with all service training made available and attending seminars, workshops, and other related training programs. Attend training sessions to keep current with company philosophy other admin department issues.
• Stay current on promotions & other ongoing store activities
• Maintain a professional appearance, demeanor, and attitude at all times.
• Stay current on parts and pricing to be able to provide customers with up-to-date product knowledge.

Qualifications & Job Requirements:

• Outgoing, friendly personality and superior communication & customer service skills.
• Able to respond quickly in a dynamic and changing environment.
• Able to deal with people tactfully and professionally at all times.
• Knowledge and experience with servicing of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Experience with Point-of-Sale and Parts & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers. Ability to utilize the DMS to its maximum potential.
• Current GM2 class driver’s license or higher.
• Completion of Grade 12 with 1 years experience in a motorcycle service environment.
• Ability to operate forklift.

Job Types: Permanent, Full-time

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Store discount
• Vision care

Flexible language requirement:

• French not required

Experience:

• Service Writer: 1 year (required)

Licence/Certification:

• GM2 or higher Drivers License (required)

Work Location: In person