Service Writer

Company: Creative Bus Sales
Location: Pomona
Posted on: November 20, 2022

Job Description:

Description: The Service Administrator is responsible for documenting customer concerns about vehicles. The position requires excellent customer service skills and knowledge of the automotive/bus industry. When a customer requests a repair, the service writer enters information into the computer software detailing the repairs that are needed, how much time should be allocated to make the repair and notifies the Service Department. This position will also have some warranty responsibility. This position is the first person the customer talks to in the service department so it is essential that a helpful and knowledgeable demeanor is demonstrated. Must be aware of service department policies and procedures, along with the correct procedure to open and close retail work orders. This position works with supervision.

Duties:

Checking condition of vehicle at arrival.

Communicates with the driver/customer on service requirements of vehicle.

Fills out the work list, repair order and all applicable factory warranty paperwork.

Writes up retail work orders using Board of Consumer Affairs, "Write It Right" guidelines.

Keeps track of the status of vehicles Act as point of contact for all customers and sales personnel for issues related to your assigned department.

Assist in communicating the status of the vehicle with the customer as assigned.

Assist in communicating the cost associated with the repairs with the customer as assigned.

Communicate timelines and service updates to customers and assist in maintaining an accurate service schedule.

Communicate with service department management on status, quotes, and pricing.

Assist in communicating with customers and CBS Sales to assure the vehicles are being completed by promise dates

Maintain positive relationship with vendors, customers, and employees.

Coordinate with sales, parts, and warranty departments as required.

Communicate with accounting and shop management with respect to customer payment for services.

Assist all assigned department service team members to assure all jobs are being complete

Verify availability of parts

Schedule with the service shop all applicable warranty repairs or locating a convenient warranty repair facility for the customer to transport vehicle.

Obtain prior approvals for all warranty claims with various manufacturers.

Maintain a line of communication with all repair facilities, obtain estimates for needed repairs and providing preapprovals to vendors.

Process and collect warranty claims with various manufacturers.

Verify repair procedure are properly documented; all parts match the story and process claim per manufacturers' guidelines.

Initiate the warranty repair work orders, documenting the customer complaint and detailing when the complaint occurs for the technician to diagnose properly.

Get factory approvals, contact factory and customers with recalls and warranty procedures and warranty guidelines. Also, inform customer of costs associated with warranty repairs and length of time to repair.

Communicate with management on all aspects of warranty department work flow, customer, and vendor and manufacturer issues.

Answers telephones.

Keeps track of vehicles that are off property.

Other duties as assigned.

Position Requirements:

High School Diploma or equivalent

Understanding of the operation of the service and parts departments and the support of the sales and interaction with the administrative/accounting department

Service Administrators must possess, and demonstrate good communications skills with both customer and internal relations in person, via telephone, and electronic communication

Good understanding of the bus manufacturer's needs and the needs of Creative Bus Sales customers.

Professional demeanor and cooperative attitude

Highly organized Punctual

Bilingual a plus

Willingness and ability to take direction and work as a team player

Self-starter, highly motivated and exhibits great initiative

Computer skills (Word, Excel)

Proficient with computer data processing

Physical Requirements:

Work will be performed both in an office environment as well as an outside area

May be required to do frequent kneeling, stooping, squatting, crawling and climbing to perform multiple tasks of position

Must have the ability to board vehicles, and inspect under vehicles if necessary.

Must be able to lift, push and pull a minimum of 50 pounds

Must have good manual dexterity

Keywords: Creative Bus Sales, Pomona , Service Writer, Other , Pomona, California