Service Writer: Job Description, Duties and Requirements
A service writer provides a connection between a customer and a business. Taking the customer's needs into consideration, a service writer facilitates the transaction between the customer and the company. A variety of industrial companies utilize service writers, with automotive companies being the most common employers.
Service Writer Job Description
Service writers ensure that a customer's needs are being fulfilled. Most commonly employed by industrial companies offering automotive repair services, service writers possess product knowledge and bring efficiency to the relationship between a customer and the business. Working as a liaison for the business, an effective service writer brings competence to a customer's experience by coordinating the transaction.
Service Writer Job Duties
Job duties for a service writer revolve around the needs of the customer. They develop relationships with customers through successful management of product or service delivery. Their duties can include tracking repairs and their causes, scheduling technicians and processing warranties. Customer profile information is usually stored in a computer system, which the service writer is responsible for maintaining.
Additional duties of a service writer involve developing cost estimates. When a customer requests a repair, the service writer logs what parts are needed, how much time should be allocated to make the repair and schedules the appropriate technician for the job based on the customer and their repair needs. This information is conveyed to both the customer and the employer of the service writer in a timely fashion.
Service Writer Job Requirements
There are no educational requirements to become a service writer beyond a high school diploma. Product knowledge, and experience are preferred by most employers. As there are portions of the customer profile that need to be entered into a computer system, knowledge of office computer programs, such as Microsoft Office, is often a requirement.
In the automotive industry, there are technical programs that offer associate and bachelor's degrees that can enhance a potential service writer's product knowledge and expertise. The curriculum is centered on the technical aspects of automotive repair, such as braking, electrical and suspension systems. Earning a degree is not a requirement, but can be a way to gain product knowledge prior to employment.
Career Outlook and Salary Information
Customer service representatives like service writers can expect average job growth from 2010-2020; the U.S. Bureau of Labor Statistics predicts an increase of 15% (www.bls.gov). The agency reported that the middle 50% of customer service representatives earned salaries of $24,140-$39,080 in May 2012.
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