Service Writer - Outdoor Power Equipment

Definition of a Hero in this position

• Core Values Champion: Lives with integrity, driven by service, and focused on people, reflecting the core values of our company;
  Integrity Centered, Service Driven, People Focused.
• Reliable and Punctual: Always on time and ready to contribute, demonstrating commitment through consistent arrival at work.
• Customer Advocate: Listens attentively to customers, striving to exceed expectations and build strong, lasting relationships.
• Clear Communicator: Provides timely, accurate updates to eliminate confusion, ensuring smooth and satisfying customer experiences.
• Detail-Oriented: Diligently records and relays information with precision, preventing mistakes and enhancing operational efficiency.
• Problem Solver: Tackles issues proactively, escalating when necessary to maintain seamless service delivery.
• Efficient Multitasker: Manages various tasks and customer interactions with professionalism and speed, while maintaining high standards.
• Professional Representative: Upholds professionalism in appearance, attitude, and behavior, serving as a model of the company’s values to customers and coworkers.
• Collaborative Team Player: Works harmoniously with colleagues, respecting all team members, and contributing to overall team success.
• Responsible and Respectful: Takes ownership of tasks, demonstrates initiative, respects others’ ideas, and maintains a positive environment by rejecting gossip and negativity.

• Greet and acknowledge all customers promptly.
• Gather customer information and generate accurate repair orders.
• Document customer issues accurately using their own words.
• Verify unit information, complete repair orders, and add helpful notes as needed.
• Communicate repair estimates and track the progress of orders through to completion.
• Seek assistance from the Service Manager when issues escalate beyond your control.
• Follow established processes consistently to minimize errors and ensure smooth operations.
• Use the  # system to identify customer units efficiently.
• Collaborate with tech support and transfer calls when necessary.
• Coordinate with the receptionist to manage overflow calls.
• Answer phone calls professionally, ending with a recap and a positive closing.
• Assist customers with loading and unloading equipment.
• Collect payments and ensure customer satisfaction at the end of service.
• Assist the delivery driver and ensure professionalism in customer interactions.
• Ensure excellent customer service by following every process and task with attention to detail.
• Maintain a clean work environment.
• Assist truck deliveries as needed.
• Ensure customer refreshment area is fully stocked.

• Physical Requirements: Able to lift, carry, push, or pull up to 50 pounds and perform tasks like bending, climbing, squatting, and kneeling.
• Mechanical Aptitude: Intermediate mechanical knowledge and a natural aptitude to learn more.
• Basic Mathematical
  
  Skills:
  
  Able to perform basic math calculations necessary for repair work, customer orders, and cost estimation.
• Computer
  
  Skills:
  
  Proficient in using dealer management software, entering repair orders, tracking progress, and utilizing basic tracking systems.
• Attention to Detail: Accurate in gathering customer information, documenting issues, verifying unit details, and following processes consistently.
• Problem-Solving and Adaptability: Able to quickly assess customer needs, troubleshoot issues, and escalate problems to the service manager when beyond personal ability.
• Time Management and Efficiency: Capable of managing multiple tasks simultaneously, prioritizing based on urgency, and ensuring timely completion.
• Dependability and Accountability: Takes ownership of tasks, follows through on commitments, and ensures deadlines and customer satisfaction are met.
• Customer Service Orientation: Provides friendly, professional customer service, actively listening and addressing concerns while following proper communication protocols.
• Collaboration and Teamwork: Works effectively with team members across departments to ensure a seamless and efficient customer service experience.
• Communication
  
  Skills:
  
  Communicates clearly with customers and colleagues, both in person and over the phone, while adapting style to the situation.
• Willingness to Work Overtime: Open to working overtime as needed to meet customer demands.