The service writer is responsible for bridging the gap between a customer and a business. He is the one who facilitates the transaction between the customer and the company. Service writers ensure that a customer’s needs are being fulfilled.
Service writers are also widely referred to as service advisers. They are mostly employed by companies providing to automobile repairs. They are the ones who posses product knowledge and provides a connection between the client and the business. An effective service writer assures the overall customer experience by coordinating the transactions.
Training and Education
There is no specific educational requirement to become a service writer. Most employers require at least a high school diploma or GED. Aspiring service writers should have at least completed a vocational training program in automotive maintenance and repair.
There are technical programs that offer associate and bachelor degrees in automotive schools. In case your educational background is not related to automobile services, these programs would enhance your knowledge and expertise.
It is an advantage if the applicant has product knowledge and experience in the business. Candidates should be computer literate and knowledgeable in Microsoft Office since there are portions of customer profiling that are needed to be entered in computer databases.
Job Description and Tasks
Service writers are required to work under supervision and comply with all the business processes. Most employers require candidates to undergo training first before being inducted into the company.
The duty of a service writer focuses on overall customer satisfaction, profiling, and inventory. Responsibilities include being the contact person for the company and the client either via mobile or in person. The service writer develops the needed relationship with customers. He manages the product and assures successful service delivery.
Duties also include tracking repairs and their causes, scheduling technicians, and processing warranties. He is in charge of scheduling automotive maintenance as well as assigning work to the repair staff. The service writer is also responsible for managing and sorting customer profile information.
Service writers are also involved in developing cost estimates. He tracks service/work orders and parts requests. When a customer asks for repairs, it is the service writer who files it on report. He is also the one who puts everything on paper like the needed parts, pricing, and labor estimates. He compiles the estimated price for the repairs and the final bill. Service writers also conduct follow-up with customers.
In some companies, service writers conduct sales. They sell additional services to customers for increased profits.
Working Conditions and Salary
Service writers work as liaisons for a business. Therefore, candidates should be patient and calm to handle customer requests and/or complaints.
The service writer’s duties cover tasks related to parts inventory, scheduling, and processing orders in a maintenance facility. The work is time consuming. The work schedule depends on the employers. Nevertheless, the candidate must be able to work flexible schedules, shift work, weekends, holidays and in different locations. Additional duties are also determined by the company supervisor.
The job pays at least $39,000 per year. Compensation still depends on the employer and the frequency of customers.*
*According to the BLS, http://www.bls.gov/oco/