Service Writer Representative

Why Work Here?

Great culture, pay, benefits, and investment in your training and development.

With Master's Transportation, you can be part of a fast-growing, innovative company. Our new company headquarters located on 40 acres in Kansas City, MO, features a state-of-the-art, climate-controlled facility. The Master's leadership team values our people and supports their growth and positive employee experience. For people looking to contribute, build on their skills, and work together for shared success, it's an exciting time to join the company!

Benefits:

• Generous Paid Leave and 12 Paid Holidays.
• Competitive health insurance, dental, vision, company-paid life insurance, and short/long- term disability benefits.
• 401(k) with company match.
• Flexible Spending and Health Savings Accounts.
• Discounts for travel, entertainment and more.
• Investment in Employee Development

Job Title: Service Writer Representative

Classification: Exempt

Reports To: Service Manager

Position Type: Full Time

Work Schedule: Monday - Friday 8am-5pm

Work Location: Headquarters, Kansas City, MO

Job Summary:

The Service Writer Representative plays a vital role in ensuring excellent customer service and satisfaction. The Service Writer is responsible for effectively communicating with customers to identify their automotive problems and needs, scheduling service tasks with technicians to ensure timely completion of work and providing clear explanations of services performed and associated charges.

Essential Functions:

• Engages with customers to accurately assess and document their concerns regarding their buses and service needs
• Explains service options and timelines to customers and is the liaison between the customer and technician to ensure clear communication of issues and solutions
• Provides accurate estimates for services, repairs, and parts
• Provides recommendations for additional services based on vehicle inspection results
• Creates and manages work orders for service requests
• Ensures all necessary paperwork is completed for warranty and service contracts
• Coordinates with technicians to prioritize and schedule service work efficiently
• Schedules appointments and manages the service calendar to optimize workflow
• Writes detailed Repair Orders (ROs) that capture customer concerns and conveys them to the technician(s)
• Keeps customers informed about the progress of their service, including any delays or updates during the service cycle
• Processes payments and maintains accurate records of customer interactions, service orders, and payments.
• Ensures customer satisfaction and handles customer complaints or concerns with professionalism and empathy
• Follows up with customers after service to ensure satisfaction and encourage repeat business

Competencies:

• Customer service skills
• Computer skills
• Organizational skills
• Quality: detail-oriented
• Teamwork

Supervisory Responsibilities: None

Work Environment: This role operates inside an automotive service center

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job:

• The employee is regularly required to stand or walk; use hands to finger, handle or feel objects; and reach with hands and arms
• The employee regularly is required to walk
• The employee is occasionally required to stoop, kneel, or crouch
• The employee is regularly required to stand for extended periods of time
• The employee must occasionally lift and/or move up to fifty (50) pounds
• Specific vision abilities required by this job include close vision, peripheral vision, and depth perception
• Ability to bend, stoop, and squat
• Able to read and follow written and verbal instructions

Required Education/Experience/Certifications:

• High School Diploma or equivalent experience
• 1+ year(s) of experience as a Service Writer/Advisor or related role in the automotive industry
• Technical understanding of automotive systems and automotive service/repair
• Strong written and verbal communication skills
• Excellent customer service skills and ability to resolve conflict
• Professional demeanor with a cooperative attitude, capable of maintaining positive working relationships and handling sensitive situations with diplomacy
• Highly organized and detail-oriented with a proven track record of managing tasks accurately and responsibly
• Strong problem-solving and organizational skills with the ability to prioritize tasks and meet deadlines

Preferred Education/Experience/Certifications:

• Experience in the bus industry is a significant advantage
• Background in automotive technology and repair
• Bachelor's degree in business, sales, or a related field is a plus
• Bilingual: English/Spanish

Travel Requirements: None

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement

Master's Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.