Service Writer
Service Writer Job Description
The Automotive Service Writer serves as the primary point of contact between customers and the repair shop. This role is responsible for greeting customers, documenting vehicle concerns, communicating repair recommendations, preparing estimates, coordinating workflow with technicians, and ensuring an excellent customer experience from drop-off through delivery.
The Service Writer takes on many different roles as they assist in the day-to-day operations of our center, including answering phones using a company script, communicating with customers, building estimates, and working with company vendors.
The Service Writer plays a critical role in shop productivity, customer retention, and revenue growth.
Position Responsibilities:
- Greet customers promptly and professionally
- Listen carefully to customer concerns and document accurately
- Explain recommended services in clear, non-technical language
- Maintain consistent communication throughout the repair process
- Provide accurate pickup times and status updates
- Build long-term customer relationships
- Prepare repair estimates using shop management software
- Present maintenance recommendations based on inspections
- Prioritize safety and maintenance needs properly
- Close approved work efficiently and ethically
- Review declined work with customers for future follow-up opportunities
- Schedule appointments effectively
- Dispatch work to technicians
- Monitor repair progress and adjust timelines as needed
- Coordinate parts ordering and availability
- Ensure repair orders are accurate and complete
- Open and close repair orders correctly
- Maintain accurate labor lines and parts entries
- Verify customer information and vehicle history
- Process payments and invoices
- Maintain warranty documentation when applicable
- Communicate clearly with technicians regarding concerns and approvals
- Coordinate with management regarding workload and priorities
- Support shop production goals
- Assist with maintaining organized front-office workflow
Performance Expectations
Successful Service Writers typically:
- Maintain strong customer satisfaction scores
- Convert inspections into approved work consistently
- Keep technicians productive
- Maintain organized repair orders
- Support shop revenue goals ethically
- Competitive pay based upon experience
- Access to AAMCO’s proprietary training programs, seminars and skill presentations
- Health insurance (Employee only cost fully paid by company)
- 401(k) match / Paid Time Off / Holiday policy
Job Requirements:
- Minimum of 1 year of sales experience, preferably in automotive service advising experience
- Excellent closing skills
- Knowledge of maintenance schedules
- Basic mechanical understanding
- Strong communication skills
- Ability to multitask in fast-paced environment
- Computer proficiency (shop software, estimating systems)
- Must have valid driver's license