Service Writer

Overview

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members' unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

• A unique, inclusive and supportive company culture
• Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more
• Fair and competitive compensation
• Career development and mentoring and opportunities to grow
• Holiday, personal and vacation days

About the Role

A service writer provides a connection between a customer and service technicians, managing vehicle service requests, customer communication, and workflow coordination from start to finish. They provide cost estimates, explain services, and keep customers updated on progress. Excellent communications skills and knowledge of record keeping and computer programs are a must.

Responsibilities

• Serve as a liaison between customers and technical staff by receiving, interpreting, and accurately communicating customer inquiries, concerns, and requests, and by conveying technical responses and information back to customers
• Schedule customer appointments while maximizing service technicians' schedules
• Accurately prepare and complete customer repair orders by clearly documenting repair concerns or requested upgrades, ensuring all related charges are properly posted and that repair orders are closed in a timely manner
• Maintain accurate and on-time reports and records relating to the service department's operations with the company
• Demonstrate working knowledge of all Lippert products and sell products based on customer needs or repairs
• Greet customers in a timely and professional manner and maintain clear communication by keeping customers informed of service completion timelines, associated costs, and any changes, with an emphasis on delivering high‑quality customer service and promoting repeat business
• Prepare estimates with detailed and accurate information for necessary work needed on the customers' unit
• Place part orders for repair orders and ensure the parts are on site prior to customers' scheduled service arrival
• Promptly follow up on all leads that come in, selling and articulating the service by phone or email

Required Qualifications

• 2 years' minimum previous experience in customer service-related position
• Proficient with Microsoft Office – Word, Excel & SharePoint
• High school diploma or equivalent
• Must be legally authorized to work in the United States

Preferred Qualifications

• Previous scheduling optimization experience
• Manufacturing, service, or automotive experience
• Previous service writer or advisor experience
• Previous warranty experience
• Technical aptitude, preferably in LCI parts and RV applications
• Knowledge of Salesforce, Microsoft Dynamics AX
• Upselling skills

Required Competencies

• Communication Skills – Ability to explain and sell repairs or installations clearly to customers
• Organizational Skills – Ability to manage service documentation and handle multiple service orders accurately
• Initiative – Ability to follow up promptly on customer leads and service opportunities
• Computer Skills – Ability to use basic computer systems for scheduling, billing, and customer lead management
• Problem‑Solving Skills – Ability to identify issues and determine appropriate solutions
• Conflict Resolution Skills – Ability to address and resolve customer concerns professionally
• Professionalism – Ability to maintain a professional demeanor with customers, coworkers, and vendors

Working Conditions

• Primarily work indoors in an office or service environment
• May sit for extended periods of time
• Prolonged exposure to computer screens
• Repetitive use of hands and fingers to operate computers, printers, and related office equipment
• Periodic movement through service or shop areas to visually inspect customer units, which may require standing, walking, bending, or light physical activity

Physical Demands

• Regularly required to talk and hear
• May have to lift and/or move items over 50 pounds
• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
• Regularly required to stand, walk, and use hands to handle, feel, or reach, especially in stand-alone service centers
• Will be required to walk and inspect units with proper safety PPE
• This position will require a lot of typing

Position Details

Position Type: Full-time hourly position, with the possibility to earn extra spiffs or commission based on the company's initiatives

Expected Hours: 40 hours per week, Monday through Friday; weekend and overnight work may be necessary

Supervisory Responsibility: This role does not have any supervisory responsibility upon hiring

Travel: Travel will be minimal and will be primarily local during the business day. There will be travel opportunities during our rally season.

Equal Employment Opportunity

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.