Automotive Service Writer

Company Description

Colonial Automotive Group began in Acton, Massachusetts in 1992 and has grown to 15 dealership locations across the state, representing 14 major automotive franchises. The group sells over 10,000 vehicles annually and is recognized as one of the fastest-growing and largest dealership organizations in New England. Its success is built on delivering strong value and a superior level of customer service to every guest.

With over 450 team members, Colonial has earned numerous customer satisfaction awards from leading manufacturers, reflecting its commitment to service excellence. The company also operates  as a convenient online destination for sales and service information.

The Automotive Service Writer is a full-time, on-site role based in Greater Boston, responsible for serving as the primary point of contact between customers and the service department. This role includes greeting customers, listening to and documenting vehicle concerns, preparing accurate repair orders, and clearly explaining recommended services, pricing, and timelines. The Service Writer coordinates with technicians, monitors work progress, and keeps customers updated on the status of their vehicles.

Daily responsibilities also involve scheduling appointments, managing phone and in-person inquiries, verifying warranty or service contract coverage, and handling payment and invoicing. The role requires maintaining high levels of professionalism and customer satisfaction while supporting dealership goals and service standards.

• Candidates should possess strong customer-facing skills, including Customer Service and a focus on Customer Satisfaction.
• Candidates should possess clear, professional Communication skills and effective Phone Etiquette for interacting with customers and team members.
• Candidates should possess solid Computer Literacy skills to work with dealership management systems, scheduling tools, and digital documentation.
• Relevant experience in automotive service writing, service advising, or a related dealership role is preferred.
• Ability to work on-site full time in Greater Boston, manage multiple tasks, and maintain accuracy in a fast-paced environment.
• Knowledge of basic automotive systems and maintenance services, with willingness to learn manufacturer guidelines and service procedures.
• High school diploma or equivalent required; additional technical or automotive training is a plus.