Full-time Service Writer

Description

This is a Full-time position

Coastal Villages Region Fund (CVRF) is currently accepting applications for a Service Writer to work at our Eek location. The primary job responsibilities for this position include, but are not limited to, supporting Community Service Centers (CSC) and their Mechanic/Welders (M/W) by providing exceptional customer service to community members and staff, producing quotes in a timely manner, and effectively communicating diagnostic information obtained from the M/Ws to the customers. This position is also responsible for maintaining accurate and organized records, tracking parts orders, and ensuring that constant contact during repair processes is kept with customers.

PRIMARY RESPONSIBILITIES

Provide superior customer service to internal and external customers and employees by modeling exceptional customer service behavior during all interactions

Provide administrative support for M/Ws and assist in maintaining a smooth running, efficient service shop with a high degree of customer satisfaction

Be familiar and proficient with all processes and procedures of the computer system required for service and parts management

Assist in diagnosing problems accurately and clearly describe them on work orders

Clearly communicate to customers the estimated costs and completion times of work being provided, as well as offer additional services by pointing out service specials or additional work needed

Ensure customers’ expectations are set to a level where they will likely be met by avoiding commitments which cannot (or likely will not) be met

Determine correct parts for work orders, submit purchase requests, receive parts shipments, and document all parts transactions

Assign work orders to M/Ws based on skill level and current resource utilization

Review work-in-progress to ensure quality and timeliness

Occasionally assist M/Ws when they are having difficulties performing service work

Notify customers promptly of any changes, delays, or additional work needed

Perform cashier functions and forward all necessary paperwork to the accounting department

Follow procedures efficiently and maintain records of all customer paid, warranty, work order, and work documents with accounting to ensure compliance

Handle customer complaints reasonably by showing empathy to the needs of the customer, maintaining a positive attitude, demonstrating special attention to repeat repairs, and ensuring commitment to correcting the situation

Attend assigned training programs and maintain up-to-date technical qualifications and training certificates

Other duties as assigned