Service Writer – GO AZ West

Overview

GO AZ Motorcycles, voted the #1 Dealership two years running by Powersports Business, is expanding!  GO AZ West will be opening in Peoria, AZ in 2015 and is currently in search of experienced Service Writers.  GO AZ West will feature BMW, Triumph and Ducati brands.  We are passionate about motorcycles, the people who ride them and the community in which they ride. We strive to engage our customers in fun, engaging and long-lasting relationships by offering the best experience, employing well-trained and motivated sales and service staff, promoting safe and responsible riding, and actively connecting with and giving back to the local community we serve. Our expectations are high and only the best need apply.  Among our numerous perks, relocation assistance may be available to you!  Please check us out!

Summary Description:
Intakes customer vehicles, reports problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.
Key Results Areas:
   1)Assist Service department manager in maintaining a smooth running efficient service department with a high
    degree of customer satisfaction.
   2)Sell other parts and services by pointing out service specials or additional work needed.
   3)Provide superior customer service to both internal and external customers.
Major Duties and Responsibilities:
4) Service Department Operations
6)Relay problems accurately, and clearly describe them on the repair order.
7)Estimate costs and completion times at point of sale.  Clearly communicate them to customer.
8)Assign jobs to technicians based on skill level and current resource utilization.
9)Review work-in-progress to ensure quality and timeliness.
10)Occasionally assist technicians when they are having difficulty performing service work.
11)Determine correct part numbers on repair orders and assist the parts department with picking and posting of
  parts used.
12)Perform cashier functions, as needed.
13)Make estimates for internal and wreck repairs.
14)Forward all customer paid, warranty, and internal repair orders.
15)Assist Chrome consultant with parts requirements and fitment when needed.
16)Follow up with every customer having work in progress and completed.
17)Use the Menu system to sell parts and services to all customers.
18)Follow up and pull warranty return calls for warranty administrator.
19)Make sure the counter is covered by yourself, another writer, or manager at all times.
20)Close out all internal tickets before going home each day.
21)Complete all paperwork required of service writers each day.
22)Maintain accurate and productive scheduling system.
23)Treat both import and H-D customers with the highest level of respect and dignity.
24)Make sure sales department is treated as one of services best customers.
25)Ensure wash bay to-be-done board is strictly adhered to throughout each day.
26)Manage wash bay staff through the job duty boards posted on wash bay walls.
27)Always under promise and over deliver with work and price.
 
2) Customer Service
29)Greet customers immediately, in a courteous and friendly manner.
30)Handle telephone transactions quickly, and courteously.
31)Notify customers ASAP of any changes, delays, or additional work needed.  Avoid setting high customer
  expectation levels in situations where expectations are not likely to be met.
32)Sell additional services by pointing out service specials or additional work needed.
33)Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our
  commitment to AMake Things Right@.
34)Give special attention to repeat repairs to ensure the situation is corrected.
35)Avoid making commitments which can not (or likely will not) be met.  Set customers’ expectations to a level
  where they will likely be met.

We are an Equal Opportunity Employer, Gender/Minority/Veterans/Disabled and participates with the E-Verify Employment Eligibility program