Service Writer - Salt Lake City, UT

Description

MISSION

Liaison between customers and service department technicians.  Ensure service requests are accurately documented, communicated, and fulfilled in a timely manner while delivering the highest level of friendly customer service.

ESSENTIAL DUTIES

• Greet customers, listen to their concerns, and gather info about vehicle issues or service needs.
• Write and open repair orders with accurate descriptions of issues and requested services.
• Communicate customer needs clearly to the service technicians and relay technician findings and recommendations to customers.
• Provide cost estimates, explain service recommendations, and obtain customer approvals.
• Maintain up-to-date knowledge of service promotions, warranty coverages, and recall information.
• Schedule appointments and follow up with customers about the status of their vehicles.
• Maintain detailed records of services performed, costs, and customer interactions.
• Ensure a high level of customer satisfaction by providing prompt, professional service.
• Billing, credit and collection.
• Handling location purchase orders for all orders being made.
• Ensuring inventory is secured, stored and only accessible to the associates in accordance with company guidelines.
• Maintaining work flow and organization to ensure maximum productivity.
• Filing and other administrative duties.
• Maintaining control of all Center assets and inventory.
• Customer interaction through phone calls.
• Opening and closing work orders.
• Cleaning, restocking, and updating store displays daily.
• Submitting p-card statements to the accounts payable department weekly
• Embrace Purcell’s culture of safety and perform all jobs in a safe manner
• Regular attendance in accordance with assigned schedule
• Ability to perform physical requirements as listed in job description
• Other essential and non-essential duties, as assigned by management

DRUG TESTING

Purcell Tire tests for the presence of THC in all drug screenings for this position, due to the safety-sensitive nature of the job and the potential for injury or death when a tire is installed improperly, or a safety-related mechanical issue is not properly conveyed to a customer. It is a bona fide occupational qualification for service technicians to be unimpaired, so the Company will continue testing for THC and other drugs under the safety-sensitive exceptions allowed by your state.  

Requirements

REQUIRED EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS

• Minimum Education: High School
• Minimum Job-Specific Experience: N/A (training provided)
• Management Experience: N/A
• Driver’s License Required: Yes

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES (KSA’s)

Job-Specific KSA’s:

• Customer Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
• Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Tools & Technology KSA’s:

• Computers and Programs — Knowledge and proficient use of computer hardware and software (AS400, Microsoft Excel, Word & PowerPoint, Accounting software)
• Typing – Ability to type at 55 wpm
• Phone Systems – Ability to operate phone systems for the effective communication of information to interested parties

Cognitive KSA’s:

• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Communication KSA’s:

• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Writing & Speaking — Communicating effectively in writing and interpersonal speaking as appropriate for the needs of the audience.