Service Writer

Truck Centers, Inc. Hamel, IL 2019-07-11
Job Description

Job Definition and Purpose

Enters information into computer to generate accurate repair orders; communicates with customers regarding completion of repairs and charges; prepares warranty claim information.

Essential Duties and Responsibilities:

  • Greets customers in a friendly and professional manner at all times.
  • Advises customers about TCI’s two-hour commitment and obtains necessary information from customers including secondary contact information to update them when promised.
  • Schedules appointments and takes customer calls to obtain the necessary information from the customer to accurately document the customer’s complaints for the purpose of creating repair orders.
  • Works with the Service Foreman to document all of the customer’s complaints in a clear and concise format so the technician understands exactly when and where the complaint occurs including any external conditions that the customer describes.
  • Checks vehicles for history of repairs, recalls and warranties.
  • Obtains customer’s signatures on all applicable paperwork.
  • Completes all documentation for warranty claims.
  • Updates repair orders with new information from the department and takes information from customers by phone or in person as necessary to update repair orders.
  • Calls customers to update them during the process of their repairs.
  • Calls customers with the amount of bills and to inform them work is finished; answers customer’s questions; when necessary, calls customers to get purchase order numbers; fleet pack card numbers or comcheck numbers.
  • Retrieves customer information from computer records and from closed repair orders when ordered parts arrive; coordinate information with the Parts Department to ensure the customer is notified that the parts ordered for their vehicles have been received.
  • Monitors customer satisfaction reports and takes all action necessary to keep customers satisfied with TCI dealership, products and services.
  • Maintains a clean work area on a continual basis.
  • Maintains a professional appearance.


Qualifications

  • High school diploma or equivalent.
  • 3-5 years of experience in a service department or similar position which required serving customers.
  • Knowledge of computers and efficient computer operation skills.
  • Good people/communication skills.
  • Knowledge of service department operations; mechanical knowledge preferred.
  • Professional appearance; presenting a clean, well-groomed, orderly image to customers.
  • Knowledge of TCI goals, objectives, and procedures.
  • Strong commitment to serving customers very well.


Additional Information

Truck Centers, Inc. is an equal opportunity employer (EOE).

We help you live well with a comprehensive health care package including medical, dental, vision and prescription drug plans. We offer a flexible spending account, company paid Life and AD&D plus voluntary life insurance and disability insurance as well as company match 401(K) retirement savings plan, competitive salary and holiday and vacation pay.

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