A service writer's role is to act as a liaison between a business and its customers, such as by performing cost estimates for transactions. Service writers require a high school diploma, and relevant work experience is often preferred. The most common industry hiring service writers is the automotive sector.
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. A high school education and experience in the industry is often sufficient to work in this field, but some service writers do hold college degrees in the field in which they are employed. They need excellent communications skills and knowledge of record keeping and computer programs.
|Required Education||High school diploma or GED certificate and industry experience|
|Projected Job Growth (2018-2028)*||-2% for customer service representatives|
|Median Salary (2018)*||$33,750 for customer service representatives|
Source: * U.S. Bureau of Labor Statistics (BLS).
Service Writer Job Description
Service writers ensure that a customer's needs are being fulfilled. Most commonly employed by 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 a decline in job growth from 2018-2028; the U.S. Bureau of Labor Statistics predicts a decrease of 2% (www.bls.gov). The agency reported that the middle 50% of customer service representatives earned salaries of $33,750 in May 2018.
A service writer is a type of customer service representative responsible for product management or service delivery. For service writers in the automotive industry, duties might involve scheduling a mechanic to work on vehicles, collecting customer information, and logging the process of a repair for billing purposes. Requirements include a high school diploma or GED certificate, but relevant job experience is helpful, and this may require postsecondary education.