SERVICE WRITER

## Description

Position: Service Writer

Reports to: Head of Service

Summary

The Service Writer serves as the primary point of contact for customers seeking service and repair of their Four Wheel Campers. This position coordinates the service process from appointment scheduling through vehicle delivery while providing exceptional customer service, accurate documentation, and clear communication. The Service Writer partners with technicians, parts personnel, and customers to ensure repairs are completed efficiently, accurately, and to Four-Wheel Campers quality standards.

Essential Functions & Responsibilities

• Greet customers and evaluate service and repair needs.
• Schedule appointments and create accurate repair orders.
• Prepare estimates for repairs and maintenance.
• Communicate repair status, timelines, and additional recommendations.
• Coordinate daily workflow with service technicians.
• Maintain accurate repair orders, service records, and customer documentation.
• Manage customer expectations throughout the repair process.
• Process customer payments and close work orders.
• Conduct customer camper walkthroughs upon completion of service.
• Prepare campers for customer pickup and dealer deliveries.
• Pull, stage, and prepare campers for service and transportation.
• Package and ship parts using UPS, USPS, and FedEx systems.
• Maintain a clean, organized, and professional service environment.
• Support continuous improvement and quality initiatives.
• Bilingual in English/Spanish a plus.
• Ability to perform additional duties as assigned.

## Qualifications

Required Qualifications

• High school diploma or equivalent.
• Associate’s degree in automotive technology, business administration or a related field preferred; equivalent experience may be considered.
• Minimum of two (2) years of service writer experience preferred.
• Minimum of ten (10) years of overall business experience required.
• Experience in RV, automotive, or similar service environments preferred.
• Strong customer service and communication skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office and computer systems.
• Basic knowledge of accounting and electronic payment systems.
• Professional demeanor with customers, coworkers, and dealers.
• Mechanical or RV industry experience preferred.
• Basic power tool experience is a plus.
• Exposure to LEAN, 5S, or continuous improvement principles is beneficial.
• Valid driver's license required.

Physical Requirements

• Ability to lift up to 50 pounds using proper lifting techniques or buddy-lift system.
• Ability to stand and walk throughout an entire shift.
• Ability to bend, kneel, twist, crouch, climb, and reach frequently.
• Ability to work in confined spaces when necessary.
• Ability to work in varying shop temperatures.
• Ability to safely operate hand tools, pneumatic tools, and power equipment.
• Required PPE includes safety glasses, leather work boots, hearing protection when required, and cut-resistant gloves while handling sharp materials.