Automotive Service Administrator III

Job Description

Job DescriptionService Administrator III
Location: Mishawaka, IN
Job Type: 10 month contract with Potential for Extension
Pay Rate: $23.00–$25.00 per hour, depending on experience
Schedule: Monday–Friday, 8:00 a.m.–4:30 p.m.
Overtime: Opportunities may be available

Position Summary
Kelly is seeking a Service Administrator III to support an automotive service operation. This Auto Service Writer position serves as the first point of contact for customers and is responsible for delivering quality customer service, gathering accurate service information, creating work orders, communicating repair updates, and processing payments.
The ideal candidate will have at least one year of relevant experience, intermediate computer skills, strong customer service abilities, and automotive or technical knowledge.

Essential Responsibilities

• Serve as the primary point of contact for customers by phone and in person.
• Build and maintain positive relationships with customers and internal team members.
• Listen to customer concerns, assess service needs, and gather pertinent vehicle and equipment information.
• Translate customer concerns into clear service requests and troubleshooting plans.
• Create accurate work orders in the appropriate service management systems.
• Enter and verify customer, vehicle or equipment, technical, and repair information.
• Provide customers with service status updates as requested.
• Communicate effectively with technicians, service personnel, customers, and other stakeholders.
• Process customer payments and ensure transactions are completed accurately.
• Review service documentation for completeness and accuracy.
• Use available computer systems, service tools, and electronic resources to support service events.
• Assist with identifying warranty eligibility, required documentation, and claim information.
• Document troubleshooting steps, diagnostic results, repair activities, and customer communications.
• Escalate technical or service issues to the appropriate level of expertise when needed.
• Support a positive customer experience while helping increase business within the branch location.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma, certificate of completion, or equivalent experience.
• At least one year of relevant customer service, automotive service writing, service administration, technical support, or related experience.
• Intermediate computer skills, including the ability to navigate multiple systems and accurately enter information.
• Strong customer service and interpersonal communication skills.
• Automotive, mechanical, technical, or equipment-service knowledge.
• Ability to manage multiple priorities in a customer-facing service environment.
• Ability to maintain accurate records and follow established procedures.
• This position may require licensing or authorization to comply with applicable export control or sanctions regulations.

Preferred Qualifications

• Previous experience as an auto service writer, service advisor, service administrator, customer service representative, or repair coordinator.
• Experience creating work orders and processing payments.
• Experience with service management, warranty, diagnostic, or electronic service systems.
• Familiarity with automotive parts, repairs, maintenance, or technical terminology.
• Experience communicating with technicians regarding customer concerns and repair status.

Core Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-centered solutions.
• Effective Communication: Communicates clearly and adapts communication style to different audiences.
• Conflict Management: Handles customer concerns and conflict situations professionally and efficiently.
• Directs Work: Provides direction, coordinates activities, delegates when appropriate, and removes obstacles.
• Financial Acumen: Applies an understanding of payments, billing, warranty information, and key financial indicators.
• Instills Trust: Builds confidence through honesty, integrity, professionalism, and consistent follow-through.
• Diagnostic Support: Accurately documents customer complaints, follows guided troubleshooting workflows, records results, and supports successful repair validation.
• Warranty Processing: Reviews service issues and documentation to help determine warranty eligibility and support accurate claim submission.
• Technical Escalation: Gathers relevant information, documents troubleshooting steps, and escalates technical issues appropriately.
• Service Documentation: Creates and verifies accurate customer, vehicle or equipment, and repair records in service systems.
• Electronic Service Tool Application: Uses appropriate hardware, software, and electronic service tools to support diagnosis, troubleshooting, and service resolution.

Top Three Skills

1. Intermediate computer skills
2. Customer service and interpersonal communication
3. Automotive or technical knowledge

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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