Service Writer

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members' unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

1. A unique, inclusive and supportive company culture.
2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
3. Fair and competitive compensation.
4. Career development and mentoring and opportunities to grow.
5. Holiday, personal and vacation days.

Summary/Objective:

A service writer provides a connection between a customer and service technicians, managing vehicle service requests, customer communication, and workflow coordination from start to finish. They provide cost estimates, explain services, and keep customers updated on progress. Excellent communications skills and knowledge of record keeping and computer programs are a must.

Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Responsible for serving as a liaison between customers and technical staff by receiving, interpreting, and accurately communicating customer inquiries, concerns, and requests, and by conveying technical responses and information back to customers.
2. Accurately prepares and completes customer repair orders by clearly documenting repair concerns or requested upgrades, ensuring all related charges are properly posted and that repair orders are closed in a timely manner.
3. Maintain accurate and on-time reports / records relating to the service department's operations with the company.
4. Knowledgeable in all Lippert products and can sell products based on customer needs or repairs.
5. Greets customers in a timely and professional manner and maintains clear communication by keeping customers informed of service completion timelines, associated costs, and any changes, with an emphasis on delivering highquality customer service and promoting repeat business.
6. Prepare estimates with detailed and accurate information for necessary work needed on the customers' unit.
7. Place part orders for repair orders and ensure the parts are on site prior to customers' scheduled service arrival.
8. Promptly follow up on all leads that come in, selling and articulating the service by phone or email.

Working Conditions:

1. Primarily work indoors in an office or service environment.
2. May sit for extended periods of time.
3. Prolonged exposure to computer screens.
4. Repetitive use of hands and fingers to operate computers, printers, and related office equipment.
5. Periodic movement through service or shop areas to visually inspect customer units, which may require standing, walking, bending, or light physical activity

Qualifications:

1. 2 years' minimum previous experience in customer service-related position
2. Proficient with Microsoft Office - Word, Excel & SharePoint
3. High school diploma or equivalent

Essential Functions:

1. Schedule customer appointments while maximizing service technicians' schedules.
2. Serve as the primary point of contact between customers and technical staff by receiving customer inquiries and concerns, accurately communicating information to technicians, and relaying technical information and responses back to customers.
3. Prepare, complete, and close customer repair orders by accurately documenting repair issues or requested upgrades, ensuring all applicable charges are correctly entered, and closing repair orders within required timeframes.
4. Maintain accurate, timely, and complete records and reports related to service department operations in accordance with company requirements.
5. Demonstrate working knowledge of Lippert products and recommend or sell products based on customer needs, repair requirements, or service requests.
6. Greet customers promptly and professionally and provide ongoing communication regarding service timelines, estimated costs, and any changes throughout the service process.
7. Prepare service estimates by collecting, reviewing, and documenting detailed and accurate information regarding required repairs or services.
8. Order parts necessary for service and repair orders and verify that all required parts are received and available prior to the customer's scheduled service appointment.
9. Follow up promptly on service leads and inquiries by contacting customers via phone or email to explain available services and secure service work.

Competencies:

1. Communication Skills - Ability to explain and sell repairs or installations clearly to customers.
2. Organizational Skills - Ability to manage service documentation and handle multiple service orders accurately.
3. Initiative - Ability to follow up promptly on customer leads and service opportunities.
4. Computer Skills - Ability to use basic computer systems for scheduling, billing, and customer lead management.
5. ProblemSolving Skills - Ability to identify issues and determine appropriate solutions.
6. Conflict Resolution Skills - Ability to address and resolve customer concerns professionally.
7. Professionalism - Ability to maintain a professional demeanor with customers, coworkers, and vendors.

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member may have to lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle, feel, or reach especially in our stand-alone service centers. Will be required to walk and inspect units with proper safety PPE. This position will require a lot of typing.

Position Type/Expected Hours of Work:

This is a full-time hourly position, with the possibility to earn extra spiffs or commission based on the company's initiatives. The expected work hours are 40 hours per week, Monday through Friday; weekend and overnight work may be necessary.

Travel:

Travel will be minimal and will be primarily local during the business day. There will be travel opportunities during our rally season.

Preferred Education and Experience:

1. Previous scheduling optimization experience preferred
2. Manufacturing/service/ automotive experience
3. Previous service writer/advisor experience
4. Previous Warranty experience
5. Technical aptitude, preferably in LCI parts and RV applications
6. Knowledge of Salesforce, Microsoft Dynamics AX
7. Upselling skills

Additional Eligibility Qualifications:
List any other specific eligibility qualifications.

Work Authorization/Security Clearance:

Must be legally authorized to work in the United States.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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