Emily Jonas
Strasburg,VA
Summary
Dynamic Service Writer with a proven track record at Ourisman Ford, excelling in customer satisfaction and service efficiency. Expert in cost estimation and work order processing, I effectively communicate client needs while enhancing service delivery. Recognized for increasing repeat business through exceptional follow-up and tailored maintenance plans, ensuring long-term client relationships.
Overview
9
9
years of professional experience
Work History
Service Writer
Ourisman Ford
03.2020 - Current
- Assisted customers in scheduling service appointments and understanding repair processes.
- Maintained accurate records of service orders and customer interactions using management software.
- Communicated effectively with technicians to relay customer concerns and service requirements.
- Supported inventory management by tracking parts availability for scheduled services.
- Provided prompt follow-up on customer inquiries, enhancing overall satisfaction levels.
- Collaborated with team members to streamline workflow and improve service delivery efficiency.
- Improved customer satisfaction by providing timely and accurate service estimates.
- Logged work orders and change orders into [Software] database to track job status.
- Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
- Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
- Utilized industry-specific software programs efficiently to manage work orders, invoices, and customer information.
- Contributed to team goals by upselling additional services based on customer needs, generating increased revenue.
Service Writer
Marlow Ford
06.2019 - 03.2020
- Adapted quickly to new systems and procedures, ensuring compliance with company standards.
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Developed customized preventative maintenance plans tailored to individual client needs, extending the lifespan of their vehicles while preventing costly future repairs.
- Presented different repair options to customers to help each person make appropriate choices.
- Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
- Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Service Writer
Malloy Ford Of Winchester
06.2016 - 06.2019
- Managed customer service inquiries to ensure satisfaction and timely resolution of issues.
- Coordinated service appointments and technician schedules to optimize workshop efficiency.
- Maintained accurate records of customer interactions and vehicle service history in dealership management software.
- Assisted customers in understanding vehicle repair needs and provided detailed estimates for services required.
Education
High School Diploma -
Manassas Park High School
Manassas Park Va01-1993
Skills
- Sales transactions
- Schedule coordination
- Order preparation
- Cost estimates
- Invoice verification
- Processing warranties
- Communicating with clients
- Estimating costs
- Work order processing
- Customer needs assessments
- Estimating
- Expert in word Microsoft, excel
Timeline
Service Writer
Ourisman Ford
03.2020 - Current
Service Writer
Marlow Ford
06.2019 - 03.2020
Service Writer
Malloy Ford Of Winchester
06.2016 - 06.2019
High School Diploma -
Manassas Park High School
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