Service Writer

Description

The Service Writer/Advisor serves as the primary liaison between customers and the service department. This role is responsible for greeting customers, understanding their vehicle concerns, accurately documenting repair needs, coordinating with technicians, and ensuring an exceptional customer experience from intake through vehicle delivery. The Service Advisor promotes dealership services, maintains strong communication, and supports efficient shop workflow. 

Requirements

Essential Functions

• Greet customers promptly and professionally, providing a positive first impression of the service department.
• Listen to customer concerns using 12-step service process, ask clarifying questions, and document repair needs clearly on the repair order.
• Advise customers on recommended maintenance and repair services based on manufacturer guidelines and vehicle condition.
• Communicate with technicians to verify diagnoses, clarify concerns, and ensure accurate repair documentation.
• Provide customers with estimates, obtain approvals, and update them throughout the repair process.
• Review MPI (Multi-point inspection) and completed repair orders for accuracy, ensuring all work performed is properly documented.
• Conduct active delivery of vehicles, explaining services performed and answering customer questions.
• Schedule service appointments and manage the daily workflow to support shop efficiency.
• Handle warranty, recall, and policy claim documentation in accordance with manufacturer requirements.
• Maintain high CSI (Customer Satisfaction Index) scores through consistent communication and service excellence.
• Follow all dealership, manufacturer, and safety policies and procedures.
• Foster strong relationships with customers to enhance their service experience.
• Utilize Tekion CRM System for tracking service, activities and managing customer relationships.
• Perform other duties as reasonably assigned. 

Qualifications

• High School Diploma or equivalent required.
• Minimum 2 years of experience in automotive service writing or automotive repair facility preferred.
• Knowledge of automotive systems and maintenance services is preferred, familiarity with Toyota and/or Chevrolet is a plus.
• Ability to work in a fast-paced environment.
• Valid driver’s license with clean driving record.
• Bilingual (English/Spanish) a plus for customer service and community engagement.