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Efficient Service Writer Job Description

A service writer works in the automotive industry, usually at a mechanic company or car dealership, and is responsible for documenting customer concerns about their vehicles. The job description of a service writer involves excellent customer service skills and knowledge of the automotive industry.

Position Description

A service writer greets customers at the mechanic or dealership, listens to their concerns and addresses inquiries as necessary, writes reports of a vehicle’s condition, and delivers information to a professional mechanic or technician.

Essential Duties and Responsibilities of a Service Writer

  • Greets patrons at the dealership or mechanic.
  • Inquires as to reason for customer visit.
  • Takes detailed notes with regard to customer’s vehicle issues.
  • Asks follow up questions as necessary.
  • Enters customer’s personal information in dealership database.
  • Provides forms for customers to sign.
  • Draws up work order with specific details.
  • Assigns vehicle inspection to mechanic.
  • Acts as liaison between customer and vehicle technician.
  • Provides cost estimates.
  • Assists service advisors in analyzing nature of vehicle issues.
  • Imparts information to customer regarding the work provided by the mechanic.
  • Answers customer questions regarding condition of the vehicle, wait time, and cost.
  • Explains terminology and the nature of work completed to customer.
  • Prints out billing statements.
  • Explains billing details to customer.
  • Processes customer payments.
  • Maintains logs of vehicle work completed.
  • Answers service area phones and schedules appointments as needed.
  • Drives vehicle from garage to customer parking lot when service is completed.
  • Refers customer to service advisor as necessary.

Required Knowledge, Skills and Abilities

  • Demonstrates strong interpersonal and customer service skills.
  • Maintains professional but friendly demeanor.
  • Possesses knowledge of automotive industry and various repair options.
  • Demonstrates patience.
  • Demonstrates strong organizational skills.
  • Is able to read and interpret automotive billing statements and work orders.
  • Communicates clearly and effectively.
  • Exhibits ability to understand and interpret vehicle terminology.
  • Is able to translate automotive jargon into layman’s terms for explanatory purposes.
  • Pays close attention to detail.
  • Exhibits ability to remain calm and polite when dealing with frustrated customers.
  • Knows how to drive.
  • Possesses basic computer skills and is familiar with word processing programs.
  • Manages time efficiently.
  • Demonstrates excellent telephone etiquette.

Education and Experience

  • High school diploma or GED required.
  • Previous work experience in automotive industry required.
  • Must hold a valid driver’s license.

Work Environment

  • The majority of working hours are spent in the front end of a dealership or repair shop.
  • Time will also be spent in the service area of the shop consulting with mechanics.
  • Standard 40-hour workweek applies.
  • Shifts vary from day to evening, and some weekend hours may be required.
  • Some areas of the workplace may be hazardous and/or dirty; proper safety and protective gear should be worn as needed.


  • The average salary for a service writer is between $40,000 and $50,000 per year.
  • Salaries range from $30,000 to $60,000 depending on the dealership and years of experience.

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