Service Writer

Job Description

Job DescriptionDescription:

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 Limited Auto’s standards for transparency, communication, and professionalism.

Requirements:

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.
• Ensure vehicles are parked, moved, and staged safely in accordance with shop protocols.
• Properly document any safety concerns, hazards, or near-miss incidents.

Responsibilities

• Greet customers promptly and professionally in person, by phone, or via email.
• Listen to customer concerns, document symptoms, and translate them into clear repair orders.
• Communicate recommended services, pricing, and timelines with transparency and accuracy.
• Provide status updates throughout the repair process and notify customers of changes or approvals needed.
• Explain completed work and ensure customer understanding and satisfaction.
• Handle escalated customer concerns calmly and professionally.
• Create, update, and close repair orders accurately in the shop management system.
• Document all customer concerns, technician notes, parts needs, and labor lines.
• Review technician inspections and present findings and recommendations to customers.
• Obtain required approvals for additional work, estimates, or diagnostics.
• Ensure repair orders comply with legal, warranty, and internal documentation standards.
• Schedule appointments and manage daily shop workflow to maximize efficiency and technician productivity.
• Assign jobs to technicians based on skill level, workload, and shop capacity.
• Communicate clearly with technicians to ensure accuracy of work requested.
• Track vehicles through the repair process and ensure timely completion.
• Coordinate parts ordering, delivery, and returns with vendors or internal parts staff.
• Support inventory control for commonly used parts and supplies.
• Review European vehicle recommendations and manufacturer maintenance schedules.
• Upsell legitimate services based on inspection findings, mileage, and vehicle condition.
• Prepare accurate estimates using labor guides and parts pricing.
• Help maintain strong ARO (Average Repair Order), service sales, and shop profitability metrics.
• Promote additional dealership services, including consignment, inspections, and detailing when relevant.
• Assist with cashiering, payment processing, and final invoice review.
• Coordinate loaner vehicles, ride-shares, or shuttle options as needed.
• Maintain customer records and data accuracy in the shop software (such as Tekmetric).
• Support warranty claims, aftermarket protection plans, or dealership-specific programs.
• Contribute to online reviews, customer feedback follow-up, and CSI reporting.

Qualifications

• 1–3 years of experience as a Service Advisor, Service Writer, or similar automotive role (preferred).
• Experience with European makes (Audi, BMW, Mercedes, VW, Porsche, Volvo, etc.) highly preferred.
• Strong customer service, communication, and sales skills.
• Ability to interpret basic technician notes, DTCs, and inspection results.
• Computer proficiency: experience with shop management systems such as Tekmetric is a plus.
• Valid driver’s license with a clean driving record.
• Ability to work in a fast-paced environment with shifting priorities.

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.
  

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. Higley Group 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.