Job Title: Service Writer

FLSA Status: Non-exempt

Position Summary: RV READY in Lake Elsinore Ca is looking for a Service Writer with some experience in either Automotive or RV Service Writing to join our team. Previous experience as an RV technician is highly desirable. We have a very busy service department working on new and used RVs. Our customer satisfaction is our number one priority. We are the highest-rated RV Dealership on the west coast with over 1000 reviews and 4.8 stars.

We offer a family-friendly atmosphere and a good place to work with room to grow. RVIA training and certification offered through the company to allow room for growth and higher pay.

Job days and hours: Tuesday - Saturday. 8 AM to 4:30 PM (OFF Sunday and Monday)

Applicants must have some knowledge of aspects of RV/Automotive Service Writing and or RV repair.

Initiates RV/Automotive services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records communicating between customer and service dept. personnel. You will be the liaison between customer and technician. Previous experience as an RV technician would be highly desirable.

Entry-Level Scale: Applicants must have at least 2 years of experience in the position OR be willing to complete the company-paid RVIA Service Writer certificate program within 3 months of hire.
Higher Pay Scale: For applicants who already possess an active RVIA Service Writer certification.
Previous experience as an RV Technician or general knowledge of RV repair is highly desirable.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ascertains RV problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules. Interact with customers, listen to their questions and concerns and provide timely responses. Record customer details and transactions.
Serve as a link between customers and different departments in the organization. Review customer accounts and report changes to internal staff.
Verifies warranty and service contract coverage by examining records and papers, explaining provisions and exclusions.
Develops estimates by costing materials, supplies, and labor, calculating customer's payment, including deductibles.
Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures recording dates and mileage in/out; entering RO into service database system.
Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; Schedule appointments, take orders, monitor service progress, calculate charges and process payments.
Maintains records by recording problems, communication and corrective actions planned.
Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Serve as customer relationship manager, manage returns, complaints and help resolve customer grievances.

Competencies: To perform the job successfully, an individual should demonstrate the following.

· Communications- Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

· Customer Service - Displays courtesy and sensitivity and patience. Communicates with the customer to help them set reasonable expectations. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service. Displays problem solving, listening and ability to resolve conflicts.

· Dependability- Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.

· Planning & Organization - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner. Must be able to multi task

· Quality- Fosters quality focus in others. Improves processes. Measures key outcomes. Sets clear quality requirements. Solicits and applies customer feedback.

· Use of Technology - Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Higher range of pay scale is for RVIA service writer certified.

Language Ability:

Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees.

Mathematical Ability:

Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Apply concepts of basic algebra and geometry.

Reasoning Ability:

Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

MS Office, general internet, general typing, operating on DMS (will train)

Certificates and Licenses:

Lower pay range is Entry level: Expected to complete RVIA certificate program on service writer within 3 months of higher (company will pay for training program) or have at least 2 years experience in position

Higher pay scale range is for applicant who already is RVIA service writer certified.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; stand; walk; bend; squat; use hands to finger, handle, or feel and talk or hear. The employee must be able to occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

*Benefits, waiting period may apply and only Full time employees are eligible for some benefits

No tools are required for this position except those provided by company

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Expected hours: 38 – 42 per week

Benefits:

401(k)
401(k) matching
Health insurance
Life insurance
Paid time off
Professional development assistance

Shift:

8 hour shift
No nights

Work Days:

Weekends as needed

Experience:

RV: 1 year (Required)
Service writing: 1 year (Required)

License/Certification:

Driver's License (Required)

Work Location: In person

RV READY

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