Service Writer at Higley Group LLLP – Twin Falls, Idaho

Total Trailer is your one-stop shop for all trailer repair and servicing needs. We are adding to our customer service team and looking for a candidate who understands our customers and their unique needs.

The Service Writer is the first point of contact for customers and a key operational role within the shop. This position is responsible for managing customer communication, writing repair orders, coordinating service work, and ordering and tracking parts to ensure timely and accurate repairs.

This role bridges communication between customers, technicians, and vendors, ensuring jobs move efficiently from check-in to completion.

Key Responsibilities

Customer Service & Front Desk

• Greet customers in person and over the phone in a professional and friendly manner
• Identify customer concerns and accurately document service needs
• Provide clear communication on repair timelines, estimates, and updates
• Create, update, and manage repair/work orders in the shop management system
• Document technician findings, recommendations, and completed work
• Schedule appointments based on shop capacity and technician availability
• Coordinate workflow between front office and shop floor
• Ensure all repair orders are complete, accurate, and properly closed
• Source, order, and track parts required for repair jobs (trailers, RV components, axles, brakes, electrical, etc.)
• Communicate with vendors to confirm pricing, availability, and delivery timelines
• Ensure parts are ordered accurately based on technician diagnosis
• Track open orders and follow up on backorders or delays
• Receive and verify parts upon arrival for accuracy and condition
• Coordinate parts staging for technicians to minimize downtime
• Maintain basic inventory levels for commonly used parts
• Work with service manager on cost control and vendor selection
• Process invoices, payments, and customer transactions
• Maintain organized records of service orders, parts, and customer history
• Assist with warranty claims and documentation when applicable
• Perform general office duties (filing, email communication, data entry)
• Act as a communication hub between customers, technicians, and vendors
• Help maintain shop efficiency by ensuring jobs are properly scheduled and equipped with parts
• Support overall workflow to reduce delays and increase technician productivity
• Assist with safety or compliance documentation if needed

Qualifications

· 1–3 years of experience in customer service, administrative support, service writing, or parts coordination

· Strong communication and organizational skills

· Ability to manage multiple priorities in a fast-paced environment

· Basic computer skills (email, scheduling, data entry)

· Experience in RV, trailer, automotive, or equipment repair industry (Preferred)

· Parts ordering or inventory coordination experience(Preferred)

Note: This role is performed in an office environment and involves extended periods of sitting, computer use, and phone communication. Occasional standing, walking, bending, and light lifting may be required. The position is full-time with a regular schedule, though extended hours may be required during peak business periods.