About the role
Description
This is a Full-time position
Coastal Villages Region Fund (CVRF) is currently accepting applications for a Service Writer to work at our Eek location. The primary job responsibilities for this position include, but are not limited to, supporting Community Service Centers (CSC) and their Mechanic/Welders (M/W) by providing exceptional customer service to community members and staff, producing quotes in a timely manner, and effectively communicating diagnostic information obtained from the M/Ws to the customers. This position is also responsible for maintaining accurate and organized records, tracking parts orders, and ensuring that constant contact during repair processes is kept with customers.
PRIMARY RESPONSIBILITIES
- Provide superior customer service to internal and external customers and employees by modeling exceptional customer service behavior during all interactions
- Provide administrative support for M/Ws and assist in maintaining a smooth running, efficient service shop with a high degree of customer satisfaction
- Be familiar and proficient with all processes and procedures of the computer system required for service and parts management
- Assist in diagnosing problems accurately and clearly describe them on work orders
- Clearly communicate to customers the estimated costs and completion times of work being provided, as well as offer additional services by pointing out service specials or additional work needed
- Ensure customers’ expectations are set to a level where they will likely be met by avoiding commitments which cannot (or likely will not) be met
- Determine correct parts for work orders, submit purchase requests, receive parts shipments, and document all parts transactions
- Assign work orders to M/Ws based on skill level and current resource utilization
- Review work-in-progress to ensure quality and timeliness
- Occasionally assist M/Ws when they are having difficulties performing service work
- Notify customers promptly of any changes, delays, or additional work needed
- Perform cashier functions and forward all necessary paperwork to the accounting department
- Follow procedures efficiently and maintain records of all customer paid, warranty, work order, and work documents with accounting to ensure compliance
- Handle customer complaints reasonably by showing empathy to the needs of the customer, maintaining a positive attitude, demonstrating special attention to repeat repairs, and ensuring commitment to correcting the situation
- Attend assigned training programs and maintain up-to-date technical qualifications and training certificates
- Other duties as assigned