A Service Writer, or Automotive Service Writer, is responsible for assisting customers with their vehicle repair needs. Their duties include greeting customers and telling them about the types of services their shop offers, updating customers on the progress of their vehicle repairs or limited offerings like free vehicle inspections and processing customer transactions upon completion of their vehicle repairs.
A Service Writer should be able to fulfill various duties and responsibilities. The following are some duties and responsibilities a Service Writer should be able to execute:
- Interact with customers, listen to their questions and concerns and provide timely responses.
- Educate clients about the company’s products, services and offers.
- Schedule appointments, take orders, monitor service progress, calculate charges and process payments.
- Review customer accounts and report changes to internal staff.
- Manage complaints, returns and resolve customer grievances.
- Record customer details and transactions.
A competitive Service Writer will have certain skills and qualifications, including:
- High school diploma or equivalent
- Excellent customer service skills
- Patient disposition and ability to resolve conflicts
- Problem-solving and listening skills
- Knowledgeable in computer applications and industry-specific software
- Basic accounting skills and knowledge of electronic payment systems
