Service Writer - Brockton MA

VIP Auto•Brockton, MA

1d•Onsite

About The Position

The Service Writer supports the Service Manager and team in delivering an exceptional customer experience and achieving high-performance results. The role involves consulting with customers, building relationships, explaining vehicle condition based on mileage and multi-point inspection results, and helping customers understand and address service needs through VIP processes. The Service Writer is expected to learn and follow VIP culture, programs, and standards, communicate effectively with the team, and help ensure safe and efficient service operations. The role also includes maintaining the service facility and equipment, preparing the location for opening and securing it at close, keeping service and customer areas clean, and reporting facility or equipment issues. The Service Writer enforces the service Code of Ethics and applicable regulations and supports the Service Manager in meeting performance targets. The standard schedule is five days and 40 hours per week, with attendance and readiness required for all scheduled shifts.

Requirements

At least one year of related experience in the automotive service field.
Excellent verbal and written communication skills.
Sound business judgment and the ability to analyze, prioritize, identify, and implement solutions.
Strong organization and time-management skills.
Comprehensive understanding of automotive servicing and the automotive industry.
Current, valid driver’s license issued in the state of residence.
Equipment Safety Certification.
ASE Certification C1 – Service Consultant (required).
State Inspection License where applicable (required).
Ability to meet the physical and vision requirements of the job, including use of required protective equipment.

Nice To Haves

Completion of a two-year college or technical school program is recommended, or an equivalent combination of education and experience.
ASE Certification P2 – Parts Specialist is recommended.
ASE Certification G1 – Maintenance and Light Repair is recommended.
T.I.A. Basic Automotive Tire Service (BATS) certification.
T.I.A. Advanced TPMS certification.
ASE certification.

Responsibilities

Prioritize workplace safety, follow safety policies and training requirements, lock out unsafe equipment, and report unsafe conditions or actions to management.
Consult with customers, build relationships, and use VIP processes to explain vehicle condition based on mileage and multi-point inspection results.
Help the team achieve customer engagement results measured by the VIP Sales & Execution (SAX) score.
Learn and execute activities assigned by the Service Manager and support a different and better customer experience.
Complete required LMS and relevant vendor training, and pursue specified automotive certifications.
Communicate with the team throughout the day, during daily huddles, and at bi-monthly store meetings.
Monitor email throughout the day for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle condition and partner with them on solutions.
Dispatch and assign work orders to technicians, using the guideline that the first available technician capable of properly performing the work should receive the order.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility and equipment in satisfactory condition and ensure compliance with security, safety, and environmental codes and ordinances.
Prepare the location, service desk, and equipment before opening; recover and secure the location and unclaimed customer vehicles at close.
Maintain a clean service department and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility or equipment issues into the applicable database.
Enforce the service Code of Ethics and applicable municipal, state, and federal regulations and procedures.
Communicate with management as needed to support compliance with service standards and company policies.
Support the Service Manager in achieving performance targets outlined by leadership through daily, weekly, and monthly reports.
Arrive before each shift, be ready to work at shift start, and work scheduled hours as directed by management.