Service Writer job description

What is a Service Writer?

A Service Writer, also known as a Service Advisor in the automotive industry, is a frontline professional who serves as the critical communication bridge between customers and automotive service technicians. They are typically the first point of contact for clients bringing vehicles in for maintenance or repairs, combining customer service skills with basic automotive knowledge to accurately assess needs, document concerns, and facilitate the service process. This position requires a unique blend of technical understanding, interpersonal communication abilities, and administrative proficiency to ensure both customer satisfaction and workshop efficiency.

What does a Service Writer do?

Service Writers perform multiple essential functions within automotive service environments. They greet customers, listen to vehicle concerns, and document specific issues to create detailed repair orders for technicians. They consult with mechanics to determine necessary repairs, prepare cost estimates, and explain technical recommendations to customers in clear, non-technical language. Additionally, they manage scheduling, coordinate repair timelines, process payments, and maintain accurate records of all services performed. Service Writers also follow up with customers after service completion to ensure satisfaction and address any additional concerns.

Job Overview

A Service Writer serves as the primary point of contact between customers and the automotive service department, responsible for accurately documenting vehicle issues, creating repair orders, and providing exceptional customer service throughout the repair process. This role requires strong communication skills, automotive knowledge, and the ability to manage multiple tasks in a fast-paced environment while ensuring customer satisfaction and service department efficiency.

Service Writer responsibilities include:

Must-Have Requirements

Preferred Qualifications

Bonus Skills