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Job Summary for Service Writer:

The Service Writer is responsible to schedule and facilitate new customer installations and service work for existing customers in a team environment; to order required parts and equipment; to manage parts and equipment inventory; and to process billings for work performed by service personnel.

Job Type: Full-time
Salary: $30,000.00 to $45,000.00 /year

Job Benefits for Service Writer:

• Competitive compensation
• Paid vacation, holiday and personal days
• Health & Life Insurance Benefits
• Short Term Disability Coverage
• Employer match of 401k-Plan contributions

Job Duties for Service Writer:

• Receive accepted customer proposals from sales staff, ensuring all required documents are included and properly completed. Coordinate with the Account Services department to establish an account for new customers and complete set-up in the Company’s back-office computer system.
• Receive calls and walk-ins of customers in need of service work, obtaining needed information to schedule and complete jobs. Assist DIY customers in acquiring parts, where appropriate.
• Schedule installations and service work utilizing the Company’s service dispatch system coordinating directly with the customer, sales staff, delivery staff and service staff; Order all parts and equipment required to complete scheduled jobs; Schedule Miss Utility markings if required; Obtain required permits and schedule inspections as needed.
• Process and distribute customer billings upon completion of work for all new installations and service work.
• Coordinate customer changeovers with Account Services and Service departments to accommodate the relocating customer and the potential new customer with a focus on customer retention.
• Maintain equipment and parts inventories for stock, quoted jobs, service needs and replacement parts, including ordering, shipping tracking, material receipts, invoice coding and reporting.
• Process all equipment warranty claims with vendors and maintain communication with customers regarding their warranty service.
• Develop and maintain vendor relationships for existing products, to evaluate potential product additions or changes and to determine appropriate training opportunities.
• Serve as a back-up to receive customers in showrooms, answering questions related to equipment displayed (propane fireplaces, heat stoves, log sets, utility heaters and water heaters) and furthering sales process as appropriate.
• Together with marketing and operations, coordinate vendor-provided training programs for Customer Service Reps, Sales Reps, and Service Techs.
• Accurately input data into the Company’s computer system. Follow operational procedures and report deviations to the Vice President-Administration.
• Maintain work area and equipment clean and orderly.

Job Requirements for Service Writer:

• High School graduate or equivalent.
• 1 to 2 years’ experience in a service environment.
• Ability to communicate, both verbally and written, and read in English to understand instructions and assess the customer’s needs.
• Must have knowledge of basic mathematics, be able to access and input information into the Company’s computer systems in performance of the job duties and be able to operate general office equipment. A technical background is a plus.
• Ability to manage and perform multiple tasks at the same time in an environment requiring high levels of teamwork across functions.
• Must exhibit a positive attitude to effectively deal with the public, customers, vendors, and co-workers. Requires a customer focus to provide excellent service and customer satisfaction.
• Work is performed in a typical office environment. Position homes at the Verona, VA corporate office, but occasional travel to other Company locations may be required.