Service Writer II

About the role

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefi

Responsibilities

• Help answer phones and assist service customers with individual needs for vehicle repairs and maintenance services, provide cost estimates, timelines, etc.
• Creating estimates in line with varying customer needs and expectations of cost, quality, and lead time.
• Communicate with customers via email, fax, or phone to provide updates on vehicle repair status, obtain approvals on repair estimates, retrieve purchase order numbers and/or discuss billing items.
• Review repair orders (RO) for accuracy and ensuring proper description of symptoms, problems, and causes are listed, as well as repairs and services performed based on what technicians submit are captured, entering RO into service database system.
• Managing the transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
• Obtain customers approval for all repairs and services performed.
• Dispatching and assigning shop work to technicians
• Working closely with technicians, sales staff and customers ensuring DFS is providing excellent customer service, minimizing costs, and identifying the best solutions for repairing and maintaining customer's vehicles.
• Timely and accurate documentation and notation in all DFS internal and external systems regarding each customer vehicle repair
• Creating and fostering good working relationships with customers, vendors, and company partners.
• Maintaining quality service by establishing and enforcing organization standards and safety policies.

Requirements

• High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years' experience in a related field
• Strong verbal and written communication, along with listening skills to interact with customers, employees, and vendors.
• Familiarity with Karmak, ADP, Reynold, RO Writer or similar programs
• Strong computer and Windows office suite skillset, and the ability to learn new platforms (such as DFS IT Systems, including Web Wrench, MobileFrame, RO Writer)
• General understanding of the Department of Transportation (DOT), federal, state, and local regulations affecting vehicle maintenance operations.
• Demonstrated ability to multi-task and apply initiative.
• Positive attitude, good instincts, and self-motivation
• Excellent organizational skills and the ability to balance a variety of tasks.
• Drug Testing

Benefits

Additional Information

Company Cox Automotive - USA Job Family Group Vehicle Operations Job Profile Service Writer II Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location Travel % No Work Shift Variable

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