Grade: GS.04 Salary:$16.34 - $19.74Work Hours: Monday - Friday, 8:00 A.M. - 4:30 P.M. (EST)
Hours may vary due to work assignments, or projects.Work Location:12th St Garage/Amnicola GarageFLSA Status:This is aNon-Exemptposition.Department:Public Works - Fleet DivisionCLASSIFICATION SUMMARY:Incumbents in this classification are responsible for acting as the liaison between the Fleet Management Division's customers and the automotive technicians. Duties include greeting customers, preparing service orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering service orders into service database systems; and explaining service costs to customers. The Fleet Service Writer ensures customer satisfaction and efficient management of work orders and plays a crucial role in maintaining accurate and detailed service records.Work is performed under general supervision and requires excellent communication skills, a customer-oriented approach, and basic knowledge of automotive repair and maintenance.SERIES LEVEL:The Fleet Service Writer is a stand-alone classification in the Department of Public Works.ESSENTIAL FUNCTIONS:(The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.)Provides excellent customer service by greeting customers, understanding their repair needs, and ensuring their questions and concerns are addressed promptly.Accurately writes up service orders, including detailed descriptions of problems reported by customers and preliminary diagnoses.Maintains comprehensive records of service orders, work performed, customer interactions, and billing information in the service database.Acts as the primary communication link between customers, technicians, and vendors ensuring clear understanding of service requirements and customer expectations.Manages service appointments, ensuring efficient use of resources and timely completion of repairs.Prepares and explains invoices to customers, providing detailed information on services provided, parts replaced, and costs involved.Must meet regular attendance requirements.Must be able to maintain good interpersonal relationships with staff, co-workers, managers and citizens.Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.Perform other duties as assigned.DEPARTMENT SPECIFIC DUTIES (if any):MINIMUM QUALIFICATIONS:High school diploma or GED with two (2) years of experience in an automotive service writing or similar role, or an equivalent combination of education and experience. Knowledge of automotive repair and maintenance is required.All employees must maintain Tennessee residency from the date of hire.LICENSING AND CERTIFICATIONS:Valid Tennessee Driver's LicenseKNOWLEDGE AND SKILLS:Knowledge of basic principles of automotive repair and maintenance. Customer service best practices. Operation of standard office equipment and relevant software applications (e.g., service management software). Skill in communicating effectively, both orally and in writing.Managing and organizing service orders and customer information.Analyzing and interpreting information provided by customers and technicians.Building and maintaining positive customer relationships.PHYSICAL DEMANDS:Positions in this class typically require sitting, talking, hearing, and repetitive motions. May require occasional lifting of up to 20 pounds.WORK ENVIRONMENT:Light Work: Exerting up-to 20 pounds o force occasionally and/or up-to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects. Work is primarily performed in an office within a garage or fleet management facility, with occasional exposure to shop environments. This position may require occasional overtime and weekend work, as determined by the Fleet Manager.SPECIAL REQUIREMENTS:Safety Sensitive: N
Department of Transportation - CDL: N
Child Sensitive: NSUPPLEMENTAL INFORMATION:
All employees must maintain Tennessee residency from the date of hire.This position requires pre-employment screening(s) that include: background checkThe City of Chattanooga, Tennessee is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer.CS 240614
