Service Writer

Job Title:                 Strategic Services Service Writer 

Reports To:             Service Supervisor

Status:                     Hourly, Non-Exempt, Full Time

Hours:                     Monday - Friday 8am - 5pm

JOB SUMMARY

Responsible for processing repair quotes, repair orders, and supporting the sales staff with regard to repair related jobs. Perform all related tasks that encompass customer service in the repair department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Repair service writing
• Provide customer service & support
• Work jointly with sales staff to close orders
• Process & manage customer quotes not assigned to a salesperson
• Open repair quote expediting (follow-up w/ customers to obtain quote approval)
• Repair order expediting (provide order status updates to customers)
• Quote-to-order transfer
• Complete CRM task assignments w/ customer oriented follow-up to assure completion
• Outsource Processing (requires working w/ vendors & customers to complete repair orders)
• Assist Strategic Service Support Manager & team as needed
• Standard order processing tasks
• Manage all Buckets within CRM pertaining to the Service Writer Department (Pending Customer Approvals, BER’s, Repair/Eval, Outsource Eval, etc)

May be modified from time to time. Other duties, tasks and work may be assigned

METRICS

• Employee will be evaluated on a quarterly and annual basis.  Evaluation will be based upon the average number of units “quoted” per day (units “quoted” refers to the number of units moved from Repair Eval to Awaiting Customer Approval, as reported by CRM.  Each status will be tracked and monitored by the employee’s manager).  To assure the success of the employee and department, these statistics will be compared to the requirements set forth in the employee’s previous review.  Any additional goals, whether quantifiable or project oriented, will also be set forth in the employee’s previous review.  The current requirement for this position is a minimum of 15 units quoted per day (average).
• Additional measurements to be added as necessary

QUALIFICATIONS

• Good communication and customer service skills
• Knowledge of Microsoft based systems such as Excel, Outlook
• Team player able to function under daily goal driven environment
• Other duties, tasks and work as may be assigned/modified from time to time

KNOWLEDGE & SKILLS REQUIRED

• Strong Computer proficiency
• Ability to multi-task
• Ability to work at fast pace
• Attention to detail
• Problem solving abilities
• Good communication skills

EDUCATION & EXPERIENCE

• High School diploma or equivalent preferred
• One to three years related experience and/or training

CERTIFICATES, LICENSES, REGISTRATIONS

None required

PHYSICAL DEMANDS 

Occasional sitting, reaching, working overhead, climbing or balancing, stooping, kneeling, crouching or crawling, frequent walking and lifting up to 25 pounds

BONUS/COMMISSION PLAN

Eligible for commission after successful completion of 90-day introductory period.

WORK SCHEDULE

This is a full time position with hours from 8:00 am to 5:00 pm Monday through Friday. Adherence to attendance and coverage policies is expected to be followed diligently. Time off will be granted with proper formal notice in accordance with company policy.

WORK ENVIRONMENT

The environment is a professional open office environment located in the production warehouse. It may be necessary from time to time to go to other departments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear “Radwear” (shirt with company logo) at all times once the initial supply (at company expense) has been received.