Job Description

Do you have experience as a Service Writer? Passionate about delivering outstanding customer service?
We want YOU to be the voice of our service team!

Great culture, pay, benefits, and investment in your training and development

Benefits:

• (3) weeks of (PTO) Paid Time Off
• (12) Paid Holidays
• Competitive health insurance, dental, vision, company-paid life insurance, and short/long-term disability benefits
• 401(k) with generous company match
• Discounts for travel, entertainment, and more

Job Summary:

The Service Writer Representative plays a vital role in ensuring excellent customer service and satisfaction. The Service Writer is responsible for effectively communicating with customers to identify their automotive problems and needs, scheduling service tasks with technicians to ensure timely completion of work and providing clear explanations of services performed and associated charges. 

 

Essential Functions:

• Engages with customers to accurately assess and document their concerns regarding their buses and service needs
• Explains service options and timelines to customers and is the liaison between the customer and technician to ensure clear communication of issues and solutions
• Provides accurate estimates for services, repairs, and parts
• Provides recommendations for additional services based on vehicle inspection results
• Creates and manages work orders for service requests
• Ensures all necessary paperwork is completed for warranty and service contracts
• Coordinates with technicians to prioritize and schedule service work efficiently
• Schedules appointments and manages the service calendar to optimize workflow
• Writes detailed Repair Orders (ROs) that capture customer concerns and conveys them to the technician(s)
• Keeps customers informed about the progress of their service, including any delays or updates during the service cycle
• Processes payments and maintains accurate records of customer interactions, service orders, and payments. 
• Ensures customer satisfaction and handles customer complaints or concerns with professionalism and empathy
• Follows up with customers after service to ensure satisfaction and encourage repeat business

Required Education/Experience/Certifications :

• High School Diploma or equivalent experience
• 1+ year(s) of experience as a Service Writer/Advisor or related role in the automotive industry
• Technical understanding of automotive systems and automotive service/repair
• Strong written and verbal communication skills
• Excellent customer service skills and ability to resolve conflict
• Professional demeanor with a cooperative attitude, capable of maintaining positive working relationships and handling sensitive situations with diplomacy
• Highly organized and detail-oriented with a proven track record of managing tasks accurately and responsibly 
• Strong problem-solving and organizational skills with the ability to prioritize tasks and meet deadlines

Preferred Education/Experience/Certifications :

• Experience in the bus industry is a significant advantage
• Background in automotive technology and repair
• Bachelor’s degree in business, sales, or a related field is a plus
• Bilingual: English/Spanish

Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement:

Master’s Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

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