Service Writer

Description

The Service Writer serves as a key business partner in managing the Service Department profitability and success. This entails maintaining a high level of customer satisfaction including establishing and identifying customer needs, effectively meeting their needs by initiating thoughtful communication to understand the customer, initiating and building rapport, and maintaining their trust and continued patronage.

The importance of this role is to be the “face” of Curtis Lane Equipment and its products/services and must effectively collaborate with the team, customer, business partners and vendors to convey satisfactory customer service at all times, abiding by the Company’s three (3) core values of Honesty, People and Growth, exhibiting a people focus perspective and genuine care and pride in our organization.

This role will be responsible for effective problem solving and must consistently provide assertive diligence in building customer relationships, meeting and resolving customer inquiries/concerns to full resolution as well as incorporating use of team/leader support and guidance as necessary, keeping key team members informed and up to date on status of equipment/parts in order to best meet customer needs.

Duties and Responsibilities

· Interact with customers, listen to their questions and concerns and provide timely feedback. Create a transparency relationship with the customer about their repairs and needs. 

· 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.

· Serve as a customer relationship manager.

· Serve as a link between customers and different departments in the organization.

· Schedule jobs, task, and work flow between technicians and communicate any additional repairs with the customer. 

· May perform other duties and assignments in order to meet performance requirements and customer needs

Requirements

Qualifications/Requirements

· Basic understanding of Bobcat equipment or industrial components and how they function.

· Proven experience in sales, customer relations or related positions.

· Excellent communication and interpersonal skills to interact effectively with customers.

· Problem-solving and listening skills.

· Knowledgeable in computer applications and industry-specific software.

· Ability to prioritize task, manage multiple orders, and customer concerns.

· Must pose a high level of confidence and transparency in sharing knowledge, advice to customers regarding their options.