Service Writer

Description

The Service Writer serves as the primary liaison between customers, technicians, and the service team. This role is responsible for guiding customers through the service process, preparing accurate repair orders, recommending services, supporting technician workflow, and ensuring a high-quality customer experience. The Service Advisor helps maintain efficient shop operations while upholding Deep Creek's standards for transparency, communication, and professionalism.

Description

The Service Writer serves as the primary liaison between customers, technicians, and the service team. This role is responsible for guiding customers through the service process, preparing accurate repair orders, recommending services, supporting technician workflow, and ensuring a high-quality customer experience. The Service Advisor helps maintain efficient shop operations while upholding Deep Creek's standards for transparency, communication, and professionalism.

Safety

Ensure all repair orders reflect necessary safety documentation and technician notes.

Follow all dealership, OSHA, and environmental compliance procedures.

Maintain a clean, organized, and safe work environment for staff and customers.

Wear appropriate PPE (safety glasses, footwear, gloves when needed) when entering shop areas.

Properly document any safety concerns, hazards, or near-miss incidents.

Responsibilities

Greet customers promptly and professionally

Listen to concerns and accurately document vehicle symptoms

Build trust through clear explanations and transparent communication

Provide repair recommendations based on technician findings

Open, update, and close repair orders in the shop management system

Communicate repair timelines and status updates to customers

Coordinate with technicians to prioritize workflow

Verify parts availability and estimated completion times

Present estimates and obtain customer approval

Recommend preventative maintenance services

Upsell ethically based on vehicle needs

Meet or exceed gross profit and sales targets

Process payments and review invoices with customers

Maintain accurate documentation

Support warranty and parts coordination

Assist with scheduling and phone management

Benefits :
Medical, Health's Savings Account (HSA) , Dental , Vision , 401k , Paid Time Off , Holiday Pay

Note: This role is Fast-paced automotive environment with exposure to noise, chemicals, weather elements, and moving vehicles. Must be able to work in varying temperatures depending on shop and lot conditions. Applicants must be able to pass a pre-employment drug test, background check, and physical. Black Edge Ventures is an Equal Opportunity Employer and provides opportunity to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

Requirements

Qualifications

2+ years of automotive service advising experience preferred

Strong understanding of automotive repair terminology

Excellent communication and conflict resolution skills

Ability to multitask in a fast-paced environment

Experience With Shop Management Software Preferred

Valid driver’s license



Physical Requirements & Environment

Dealership showroom, service drive, and shop environment with regular exposure to noise, vehicles, and equipment.

Requires standing, walking, and occasional vehicle movement.

Must be comfortable communicating with customers and collaborating closely with technicians.