Service writers work with customers to document vehicle problems and schedule automotive repair services with the service team. The service writer is generally the first person to greet the customers when they arrive and the final point of contact after services are rendered. Service writers generally work in the automobile repair industry as part of the service department. Daily responsibilities include greeting customers, documenting any vehicle issues, preparing cost estimates, part sourcing and purchasing, and finalizing customer transactions.
Service writers need to possess knowledge of any vendor or manufacturer warranty guidelines and provide this information to customers when scheduling any service. Service writers often interact with mechanics, technicians, outside vendors and customer service representatives as well as external customers. The typical work environment is indoors, and service writers frequently use computers, telephones, and the Internet in their daily tasks. Service writers are required to sit, stand, and walk on a regular basis and may occasionally be asked to lift small items up to 50 pounds.
Good service writers will possess excellent communication skills and be proficient with computers, word processing programs, and the Internet. Service writers require excellent organizational skills, the ability to multitask, and the ability handle many responsibilities at once. A good service writer has a high energy level with great focus and attention to detail. Prior automotive service writer experience is often preferred, though not always required. A valid driver's license is required, as service writers may occasionally move customer vehicles.
Service Writer Tasks
- Provide customer service and schedule service appointments.
- Ask owners questions and perform visual inspections of cars to determine the cause of problems.
- Explain to customers what kinds of repairs or servicing their car needs, and make cost estimates for the work.
- Track repair status and fill out reports detailing the time spent on repairs and expenses for parts.