Service Writer - Brockton MA

VIP Tires & Service•Brockton, MA

11h•Onsite

About The Position

The Service Writer is responsible for living VIP’s mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by learning and embodying the VIP culture and processes. This role is crucial in ensuring that all customers receive a distinct and superior experience. The Service Writer must collaborate effectively with team members to foster strong communication, teamwork, and operational efficiency in serving customers. By delivering an exceptional customer experience and achieving high-performance results, the Service Writer helps the team execute VIP programs and standards.

Requirements

Excellent verbal and written communication skills.
Sound business sense, with the ability to analyze, prioritize, identify, and implement solutions.
Strong organization and time management skills.
A comprehensive understanding of automotive servicing and the industry.
One year of related experience in the automotive service field.
Current, valid driver’s license issued in state of residence.
Protective eyewear must be worn in the service area at all times.
Protective back support belts must be worn while performing strenuous physical activities involving lifting and exerting force.

Nice To Haves

Completion of a two-year college or technical school program recommended.
ASE Certification P2 – Parts Specialist recommended.
ASE Certification G1 – Maintenance and light repair recommended.

Responsibilities

Prioritize and maintain workplace safety, adhering to all safety policies, completing safety training, and reporting any unsafe conditions or actions.
Serve customers by consulting with them, building relationships, and educating them about their vehicle's condition based on mileage and MPI inspection results, following VIP processes.
Achieve above-average customer engagement as measured by the VIP Sales & Execution (SAX) score.
Learn and execute all assigned activities from the Service Manager to deliver a superior customer experience.
Learn and successfully execute VIP processes and essential duties.
Take and pass all required LMS training.
Complete relevant vendor training.
Become T.I.A. basic automotive tire service (BATS) certified.
Become T.I.A. advanced TPMS certified.
Become ASE certified.
Communicate effectively with the team through daily huddles and bi-monthly store meetings.
Monitor email for customer appointments and communication.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle conditions and partner on solutions.
Control the dispatching and assignment of work orders to technicians, prioritizing the first available qualified technician.
Attend off-site meetings and training sessions as needed.
Ensure satisfactory maintenance, appearance, and condition of the facility to comply with codes and ordinances.
Ensure satisfactory maintenance, appearance, and condition of equipment, providing the team with necessary resources.
Manage daily preparation of the location, service desk, and equipment before business hours, and secure the location and unclaimed vehicles at close of business.
Ensure appropriate steps are taken to maintain a clean service department throughout the business day.
Inspect customer waiting area and parking lot for cleanliness daily before opening.
Enter any facility or equipment issues into the designated database.
Enforce strict compliance with the service Code of Ethics and all relevant regulations and procedures.
Communicate with management as needed to ensure compliance with service standards and company policies.