Service Writer

Job description

For over two decades, MotoSport has led the powersports industry with unmatched selection, quality, and expertise. Since our founding in 1999, we’ve been driven by one mission — to make your next ride your best ride. As a premier powersports retail e-commerce company, we’re dedicated to providing riders of all types with high-quality parts, gear, and accessories from the most trusted brands. When you reach out to us, you’re not just talking to a salesperson — you’re connecting with someone who rides, wrenches, and lives the lifestyle. Our Roanoke dealership needs a Service Writer who bridges the gap between customers and the service team — translating rider concerns into clear, actionable repair orders that keep the shop running efficiently and customers coming back. As **Service Writer, Dealership**, you will own the full lifecycle of service interactions: greeting customers, diagnosing needs, writing accurate repair orders, managing warranty claims, and ensuring every job is properly documented and closed. Within your first six months, you will have built trusted relationships with repeat customers and established a smooth workflow between the front counter and the technician team. ### What You'll Do - Greet customers, assess performance problems and service needs, and translate them into detailed repair orders. - Open, manage, and close repair orders under the direction of the Service Manager, ensuring all charges are posted accurately and on time. - Handle warranty validation, claims coverage computation, submission, and follow-up. - Drive sales and profitability within the service department by identifying additional service opportunities and maintaining accurate estimates. - Address and resolve customer complaints and concerns, tracking comebacks until the issue is corrected to both customer and dealership satisfaction. - Update customer profiles with equipment details, service hours, and work order information. - Maintain the service library, filing bulletins, manuals, and related documentation. - Manage accessories and supplies inventory and prepare replacement orders for Service Manager approval. - Assemble equipment and merchandise offered for sale by the dealership. - Maintain a clean, safe work area and follow all safety rules and regulations. ### Qualifications - High school diploma or GED equivalent. - Experience working in a service department environment. - Valid unrestricted driver's license. - Strong communication and customer service skills with an outgoing, approachable personality. - Mechanical and technical competency with understanding of industry terminology. - Experience with common dealership or point-of-sale computer systems. - Ability to write routine reports and correspondence. - Strong organizational skills and attention to detail. - Ability to negotiate customer complaints to satisfactory resolution. - Ability to lift up to 100 lbs and push/balance recreational vehicles weighing 600+ lbs. - Ability to stand for the majority of the workday and use a keyboard for extended periods. - Comfort working in an environment with occasionally loud noise levels. - Knowledge of and experience with EVO Lightspeed products, preferred. ### Why Join The people who do best here are builders. They take ownership, move fast, and want to see the direct impact of their work. - **Direct Customer Impact:** You are the face of the service department — your work directly shapes the customer experience and drives dealership reputation. - **Skill Building:** Develop technical knowledge, warranty expertise, and dealership operations skills with ongoing training and hands-on experience. - **Ownership:** Own the repair order process from greeting to close, with real accountability for results. - **Competitive Benefits:** Paid time off policies, 401(k) match, medical/dental/vision and a variety of supplemental policies, and employee discounts across our portfolio of brands. ### Interview Process 1. **Recruiter Screen** - A 30-minute conversation with our recruiting team to align on the role, your background, and what you are looking for. 2. **In-Person Interview** - Conversation with the Service Manager focused on your service department experience, customer handling approach, and technical knowledge at our Roanoke dealership. Details and logistics will be arranged with your recruiter. 3. **Reference Checks** - Conducted in parallel with the final stages where possible. 4. **Offer** - We move quickly for the right candidate. *Interview process is subject to change. Any updates will be communicated promptly and clearly.*