Service Writer II

The Service Writer provides accurate vehicle repair estimates for mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Prepares all relevant estimate paperwork, works with procurement / purchasing to obtain parts and pricing information and works with maintenance teams to ensure work is performed as required. Monitors work processes and outcomes for quality and adherence to estimated timelines and costs.

ESSENTIAL RESPONSIBILITIES :

Performs basic estimation duties based on compiled information from Mobile Technicians and Customers

Monitors repair status, completion timelines, and customer communications related to approved estimates

Keeps records of repair details and completes necessary paperwork

Follow up on outstanding quotes and prioritize workflow to ensure effectiveness

Develops positive working relationships with Estimation team members, internal stakeholders and customers

Providing excellent customer service for all internal and external customer calls

Serve as a trustworthy advocate for the customer by providing sound guidance and advice regarding any customer technical inquiries or general questions related to products and services provided by the company

Review, revise existing and generate additional repair estimates at customers request and specifications

Follows job related duties as directed by manager

Collect miscellaneous information and parts pricing from various manufacturers and vendors

Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling

Assists with other duties and special projects as assigned

Required Qualifications : (how many years of experience are required for this job?)

Education

High School Diploma / GED and 3 years’ experience. The right candidate could also have a different combination, such as any level degree / certification beyond a HS diploma / GED in a related discipline and 1 years’ experience.

Experience

2 years experience in service advisement, maintenance coordination, technician dispatching, or Diesel technology or similar capacity Technician role

Minimum High School diploma or GED required

Experience with DMS systems, preferrably Karmak and Mitchell One or similar.

Ability to deliver high levels of customer service and communication capabilities

Proficient oral and written communication is mandatory

Knowledge / Skills / Abilities

Strong communication skills (written, verbal and phone) and customer service skills

Experience with (MS Office, emails, typing, etc.) / software navigation capabilities to generate repair estimates

Has a sense of urgency daily; is action oriented; acting with a minimum of planning

Ability to work effectively in a face paced environment, under pressure, and able to shift priorities quickly to adapt to rapidly changing environments

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Maintains professional but friendly demeanor

Demonstrates interpersonal and customer service skills

Strong communication skills able to communicate clearly and effectively with the ability to effectively interact with all levels within the organization and customers

Excellent organizational skills with exceptional follow-through

Excellent prioritization skills with strong attention to detail

Ability to handle multiple projects in a fast-paced environment

Preferred Qualifications

Experience as an Estimator in a diesel vehicle service department or dealership environment preferred

Proficiency with Mitchell One or similar systems

Drug Testing :

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and / or in company vehicles is prohibited.

Compensation :

Hourly base pay rate is $17.79 - $26.63 / hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and / or an incentive program.

Benefits :

• Health, dental, vision insurance starts DAY ONE of employment.
• 401(k) matching starts after 90 days, 100% match up to 6% contribution and an additional 2% discretionary contribution by the company.
• Accrue up to 200 hours (5-weeks) of Paid Time Off based on your tenure with the company.
• Tuition Assistance / Reimbursement
• Adoption / Surrogacy assistance
• Pet Insurance
• Multiple ERG, diversity groups, and company paid volunteer hours.
• Employee discounts on new vehicle purchases, cellphone plans, ride

Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.