Service Writer

Position: Service Writer

Department: Service

Reports To: Service Manager

Full-time - Works Monday through Friday

Position Summary

As a Service Writer, you will act as the main link between our customers and technicians, providing excellent service while accurately documenting vehicle issues, estimating repairs, and coordinating service processes. This role requires strong communication skills, knowledge of materials handling, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Essential Responsibilities:

• Initiates services and repairs by ascertaining performance problems and services requested
• Verifies warranty and service contract coverage, developing estimates, writing repair orders, and maintaining customer rapport and records
• Develops estimates by costing materials, supplies, and labor utilizing software
• Track and manage service quotes to completion
• Maintain customer rapport by explaining estimates and answering questions or addressing concerns
• Coordinate with technicians to prioritize repairs and ensure timely completion of services
• Maintain accurate records of all service transactions and estimates for reporting purposes
• Work with the Service Team and internal team to get service quotes approved by customers
• Maintain quote follow-up cadence at 1-day, 5-day, and 10-day intervals
• Follow up on the quality of work performed to ensure customer satisfaction.
• Respond to product and service questions to resolve problems.
• Advise the appropriate manager and the CSS Manager of any issues.
• Perform other duties assigned.

Qualifications

• High school diploma or equivalent
• 2 years minimum of experience in a service advisor role preferred
• Previous customer service experience required
• Knowledge of mechanics and repair processes preferred
• Valid driver's license and ability to meet company requirements to drive a company vehicle

Physical Requirements Work Environment

• This position includes a sustained period of sitting at a desk
• This position may include standing or walking for long periods in active garage environments

Core Competencies

• Ability to produce detailed documents with accuracy.
• Ability to handle multiple projects with rapidly changing priorities and deadlines.
• Must possess excellent customer service skills.
• Strong oral and written communication skills.
• Ability to create, compose, and edit written materials, spreadsheets, graphics, and reports.
• Excellent organizational and interpersonal skills.
• Ability to interpret technician repair notes and translate them into customer-facing proposals
• Strong prioritization skills in a high-volume service environment
• Working knowledge of forklift systems, parts, or mechanical repair (preferred)

Equal Employment Opportunity (EEO)

Southwest Material Handling, Inc., dba Southwest Toyota Lift is an Equal Employment Opportunity employer. The Company is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, medical condition, genetic information, veteran status, marital status, or any other status protected by applicable federal, state, or local law.

The Company also complies with applicable laws regarding reasonable accommodation for qualified individuals with disabilities and for sincerely held religious practices. Employment decisions are based on legitimate business requirements, qualifications, performance, and other lawful factors. The Company does not tolerate discrimination, harassment, or retaliation in the workplace.