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About the Role
The primary function of the Service Writer is to write up repair orders in a timely and efficient manner.
Responsibilities
- Greet service customers, sell needed work, write repair orders, and estimate costs of repairs.
- Answer the telephone for the service department assisting customers with inquiries.
- Listen to customer’s description of vehicle problem to determine possible solutions and work procedures.
- Advise the expected time the unit will be in the shop and immediately inform the customer of any delays.
- Obtain authorization for any work above and beyond the original scope prior to beginning work.
- Open/Close repair orders to communicate the customer’s complaint to the technician.
- Provide verbal instruction to technicians, when applicable.
- Review all repairs performed and be prepared to discuss the work done with the customer.
- Schedule future appointments when requested, provided the work will not overtax the available technician.
- Ensure a clear understanding of the customer’s financial responsibility to the repair order.
- Maintain satisfactory customer relations through expeditious, courteous, and fair handling of all service customer complaints.
- Administer warranty and policy adjustments in the best interest of the customer, dealership, and the OEM.
- Maintain a good working relationship of warranty offerings from all manufacturers.
- Provide clear and concise information to assist the technician on the operation.
- Provide documented proof that the repair is warrantable using all available tools.
- Enter warranty repair order into the Warranty Management Database System prior to sending to Warranty Central.
- Edit repair orders to short legible descriptions ensuring the customer understands the work performed.
- Provide additional information for claims, when needed, to clarify what was done.
- Maintain a consistent Open Repair order balance established by management.
- Process and report the movement of all warranty parts as directed by Warranty Central.
- Understand and ensure compliance with manufacturer warranty and policy procedures.
- Refer customers who have questions about work performed or additional maintenance to the service advisor or other appropriate individual.
- Handle customer complaints with integrity and poise, referring dissatisfied customers to appropriate individuals for resolution.
- Provide clerical assistance to parts and service departments.
- Provide additional assistance to other Service staff when needed.
- Attend training when requested.
- Receive cash, checks and credit card payments from customers; record amount received.
- Maintain and file repair orders and lists missing documents.
- Work with department manager to keep abreast of new products and services, their features and value, and any changes in price.
- Maintain a professional appearance.
- Keep work area neat and clean.
- Adhere to and promote all existing health and safety policies in the workplace.
Requirements
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
- Ability to deal with problems involving a few variables in standardized situations.
- Valid Driver's License required.
- Must meet company insurability standards.
- Regularly required to walk.
- Frequently required to stand.
- Occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Regularly exposed to moving mechanical parts, fumes or airborne particles, and outside weather conditions.
- Occasionally exposed to high, precarious places.
- The noise level in the work environment is usually loud.
Skills
- Customer Service
- Sales
- Repair Estimation
- Telephone Communication
- Problem Solving
- Warranty Administration
- Data Entry
- Clerical Assistance
- Payment Processing
- Record Keeping
Location
- Albany, NY
Work Type
- Full-Time
- Monday through Friday, 9:30AM - 6:00PM
Experience Level
- 1-3 months related experience and/or training
- Equivalent combination of education and experience
Education Level
- High school diploma or GED
Salary/Compensations
- $22.00 - $32.00/hour
Benefits
- Competitive pay and bonus opportunities
- Comprehensive benefits package
- 401(k) with company match
- Training, mentorship, and advancement opportunities
About the Company
- Hunter Truck is one of the largest Peterbilt dealer groups in the country.
- With twenty-eight locations across Pennsylvania, New Hampshire, New Jersey, New York, Vermont, and West Virginia.
- A legacy of stability in a company that is family-owned and trusted since 1938.
Equal Opportunity
- Hunter Truck is an Equal Opportunity Employer.
- We celebrate diversity and are committed to building an inclusive workplace for all employees.