Service Writer

As a Service Writer at Main Channel, you’ll be the connection between our customers and our service team — ensuring every repair, maintenance, and upgrade is handled smoothly from start to finish. You’ll greet customers, document their needs, prepare service estimates, and communicate updates throughout the process. This role is ideal for someone who’s organized, friendly, and passionate about providing an excellent customer experience.

Job Title: Service Writer
Department: Service
Reports To: Service Manager
Location: Main Channel Marina
Employment Type: Full-Time
 
Job Summary:
The Service Writer serves as the primary point of contact between customers and the service department. This role is responsible for accurately documenting service requests, coordinating with technicians, managing customer communications, and maintaining organized records. The Service Writer ensures a smooth and efficient service experience by combining technical understanding with excellent customer service and administrative skills.
 
Key Responsibilities:
Customer Interaction & Service Intake

• Greet customers in person and over the phone in a professional and friendly manner.
• Listen actively to customer concerns and accurately document service needs.
• Explain service procedures, estimated timelines, and costs clearly and confidently.
• Maintain a courteous and helpful demeanor throughout the customer experience.

• Create detailed and accurate work orders based on customer input and technician assessments.
• File completed work orders in alphabetical order for easy retrieval and recordkeeping.
• Review work orders for completeness and clarity before closing them out.
• Track open work orders and follow up on pending or delayed jobs.

• Schedule service appointments and coordinate technician availability.
• Prioritize jobs based on urgency, customer needs, and technician workload.
• Communicate job status updates to customers regularly and proactively.

• Build new customer profiles and enter new units (boats, vehicles, equipment) into the database system with complete and accurate information.
• Update existing records with service history, contact changes, and unit modifications.
• Ensure data integrity and consistency across all service records.

• Take customer payments over the phone and in person using point-of-sale systems.
• Process credit card, cash, and check transactions securely and accurately.
• Provide receipts and confirm payment details with customers.
• Reconcile daily transactions and report discrepancies to the Service Manager.

• Assist customers as they pull up to the fuel dock or pump station.
• Safely and efficiently pump fuel into boats or other units.
• Operate fuel pumps and related equipment according to safety guidelines.
• Cashier customers out for fuel purchases, ensuring accurate transaction processing.
• Maintain cleanliness and organization of the fuel dock area.

• Conduct follow-up calls or emails to ensure customer satisfaction after service completion.
• Address customer complaints or concerns promptly and professionally.
• Document feedback and escalate unresolved issues to management when necessary.

• High school diploma or equivalent required; post-secondary education or technical training preferred.
• Minimum 1–2 years of experience in a service writing, customer service, or administrative role.
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Proficiency in service management software, database systems, and Microsoft Office Suite.
• Basic mechanical or technical knowledge is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.

• Primarily office-based with regular interaction in shop or service areas.
• May require occasional lifting of parts or equipment (up to 25 lbs).
• Exposure to noise, dust, fuel, and outdoor conditions depending on service area layout.
• Standard business hours with occasional overtime during peak seasons.
• Weekend and holiday availability during peak season is required.

• Health, dental, and vision insurance
• Paid time off and holidays
• Employee discounts on products and services