In most cases, an automotive service writer serves as a liaison between the customer and the mechanic. He or she is usually the first person a customer encounters in a repair shop or dealership, and is in charge of creating a work order, estimating charges, and confirming the accuracy of any repairs performed. The automotive service writer, also known as a service adviser, is often referred to as the repair shop’s face. Customers rarely have direct contact with repair technicians. They must rely on the service writer’s statements and estimates in most cases, and they must direct all questions to that person.
Customer service is the most important aspect of any job as an automotive service writer. When a customer calls to schedule service, the service writer is usually the person who answers the phone and greets them when they arrive at the shop. It’s crucial to have good communication skills. Customers who have trouble making an appointment or who feel ignored in the shop are more likely to go elsewhere in the future, regardless of how good the repairs are.
The automotive service writer’s job description also includes keeping track of all services that must be completed. Service writers may also make recommendations based on the vehicle’s repair history, age, or mileage. Depending on the service writer’s sales skills, a customer who comes in for a standard oil change may leave with a complete fluid flush, tire rotation, and belt diagnostic workup.
The service writer must also give the customer an accurate estimate of how much the repair is likely to cost, as well as an estimate of how long it will take to complete the repairs. It is typically the writer’s responsibility to explain all procedures and respond to any questions that may arise. If the repairs will take more than a day, the service writer is usually in charge of arranging a rental car or a dealership loaner.
Almost all automotive service writer jobs include monitoring repairs as they progress. It is the writer’s responsibility to inform the customer if a repair is taking longer than anticipated or appears to be costing more than originally estimated. Service writers frequently switch back and forth between the front desk and the auto body shop in the back. The more clients a service writer has at any given time, the more difficult the job becomes.
The service writer is usually the one who assists the customer with the paperwork after the car has been satisfactorily repaired. He or she is also in charge of the payment collection. However, the job usually does not end when the customer leaves. Relationship building and follow-up are both important requirements for automotive service writers, at least in terms of job success. One of the most important ways for service writers to keep their business humming is to build long-term relationships with their customers.