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.
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 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.
•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.