Auto Dealership Service Writer

This job is located at 4701 W. 38th St., Suite A, Indianapolis, IN 46254

PLS ® : People. Location. Service

At PLS Auto, headquartered in Chicago, our mission is to deliver a top tier used car buying experience to our customers. Too often, people with challenged credit and finances must settle for lackluster service and frustrating results, but we exist because our customers deserve better! We work diligently to help customers find the affordable car they need the day they need it. We are the buy here pay here dealership that offers purchasing, auto financing, servicing, and maintenance on-site. Our customers receive better car buying experience with the best vehicle at a price they can afford.

Position Overview:

The Service Writer is responsible for coordinating all customer and internal service repair activities for a high-volume Buy Here Pay Here (BHPH) dealership service department. This position serves as the primary communication link between customers, technicians, collections, sales, and management to ensure timely vehicle repairs, accurate repair orders, and exceptional customer service.

Job Responsibilities:

Customer Service

Greet service customers professionally and obtain accurate vehicle concerns.

Schedule maintenance and repair appointments.

Explain repair recommendations, costs, and timelines to customers.

Provide customers with timely updates regarding repair status, estimated completion times, and any changes to recommended services.

Resolve customer concerns and escalate issues when necessary.

Repair Order Management

Open, update, and close repair orders accurately, ensuring all labor operations, parts, completed services, and supporting documentation are properly recorded.

Verify customer information and vehicle history.

Secure customer approval before performing additional repairs.

Technician Coordination

Assign and dispatch repair work to technicians based on skill level, workload, and service priorities.

Monitor repair progress and coordinate with technicians to ensure timely completion of scheduled services.

Communicate diagnostic findings between technicians and customers.

BHPH Portfolio Support

Coordinate with Dealership Manager to obtain necessary repair approvals in accordance with company procedures.

Assist customers with warranty and payment questions.

Schedule reconditioning and mechanical inspections for inventory vehicles.

Prioritize safety-related repairs to support vehicle reliability, minimize downtime, and address customer needs.

Parts and Vendor Coordination

Work with parts suppliers to obtain pricing and availability.

Coordinate parts ordering, track delivery timelines, and communicate with outside vendors to support timely completion of repairs.

Verify parts received match repair order requirements.

Administrative Functions

Maintain accurate vehicle service records.

Process warranty and goodwill repair documentation.

Generate service reports as requested by management.

Ensure compliance with dealership policies and state regulations.

Other duties as assigned.

Performance Expectations

The successful Service Writer will:

Maintain a high level of customer satisfaction.

Support efficient workflow for the technicians.

Minimize vehicle downtime.

Achieve repair order accuracy above 95%.

Support shop productivity and labor sales goals.

Requirements:

High school diploma or GED.

2 years of automotive service advising or service writing preferred

Strong computer skills and dealership management software proficiency.

Excellent verbal and written communication skills.

Ability to manage multiple priorities in a fast-paced environment.

Strong organizational and time-management skills.

Preferred

Experience in a Buy Here Pay Here dealership environment.

Knowledge of automotive repair terminology and diagnostic procedures.

Experience with inventory reconditioning processes.

Familiarity with service scheduling and dispatching technicians.

Understanding of warranty administration and parts ordering.

Physical Requirements:

Able to stand and walk for several hours a day.

Able to work outdoors in all weather conditions when necessary.

Be able to lift up to 25 pounds.

Benefits:

Benefits for eligible team members include medical/dental/vision, 401(k), vacation, opportunities for advancement, and ongoing training.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS Auto, Inc. is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Auto Inc. is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at [email protected] to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.