Service Writer

Location: Durango, COSalary: $50,000 – $70,000 (depending on experience) + Sales and Product Production BonusBenefits: PTO, Paid Holidays, Health Insurance, Colorado Secure Savings Roth IRA

Position Overview

We are seeking a skilled and customer-focused Service Writer to join our team. This role serves as the key link between customers and our service department, ensuring a seamless and positive experience from the initial greeting through service completion.

Core Responsibilities

Customer Communication and Service

• Greet customers and initiate the service process.
• Listen to customer concerns and accurately diagnose problems.
• Explain needed repairs and service options in clear, understandable terms.
• Provide accurate cost estimates and completion timelines.
• Keep customers updated on the status of vehicle repairs.
• Address customer complaints and ensure satisfaction.
• Handle telephone inquiries and schedule appointments.

Repair Order Management

• Create detailed repair orders and enter information into the dealership’s management system.
• Assign jobs to technicians based on skill and workload.
• Communicate customer needs and repair details to technicians.
• Monitor work-in-progress to ensure quality and timeliness.
• Note additional work required and secure customer authorization.

Administrative and Additional Duties

• Determine correct part numbers and assist the parts department.
• Process warranties and insurance claims as needed.
• Perform cashier functions when necessary.
• Estimate costs for internal and wreck repairs.
• Maintain service department forms, menus, and pricing guides.
• Implement and maintain a service marketing program.
• Maintain a clean and organized work area.

Skills and Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal and active listening abilities.
• Proven customer service skills.
• Ability to multitask in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency with computer software and industry-specific applications.
• Problem-solving and conflict resolution skills.
• Basic understanding of accounting and electronic payment systems.
• Knowledge of automotive repair and maintenance processes (preferred).

Education and Experience

• High school diploma or equivalent required.
• Experience in sales, customer relations, or the automotive industry preferred.

Work Environment

• Fun, team-oriented atmosphere in a smaller office with heating and air conditioning.
• Role involves daily interaction with a diverse range of customers and technicians.