Service Writer

AAA • Williamsburg, VA

45d • Onsite

About The Position

Service Writer This position assists the General Manager in supervising the day-to-day automotive repair and customer service activities of a Car Care Center. The position ensures effective quality service to members and all motorists and supervises the daily activity of the Automotive Technicians. Schedule: 8am - 6pm Monday - Friday every third Saturday 8am - 4pm Service Writers are expected to function independently within all policies and procedures of the Car Care Center. However, there are circumstances/limits where the GM is responsible. Day to day decisions tends to vary with each customer interaction and most decisions are subject to the discretion and independent judgment of the Service Writer. Typical areas where the Service Writer is expected to exercise decision making authority: Resolve customers’ complaints (i.e., wait time, part discrepancy/availability, charge of service, discounts) Authority to refund monies for customer satisfaction Analyze labor times for technician, making sure correct time is designated to specific technician providing correct payroll figures. Authority to contact any/all contractors for immediate repairs on faulty equipment that may be a workplace hazard. Settle disputes/questions from employees when GM is not available. Decide what products are best for the customer by contacting all vendors, including outside vendors, to determine what is most favorable in the customer’s interest. Determine warranty on labor and parts to efficiently serve the customer. Ordering parts and ensuring maintenance of proper parts inventory. Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer For more than a century, AAA has been synonymous with trust, dependability, quality, and innovation. It's our mission to provide our growing membership with the legendary service we are famous for, and we welcome committed professionals ready to challenge themselves in a dynamic industry. AAA would not exist without the millions of members who give us their loyalty, or our employees whose mission it is to give those members world-class service. What else do we offer? Stability. Growth. Commitment to an exciting future for both you and our members.

Requirements

• High School Diploma or GED required.
• Minimum 3 years' experience in the Automotive Repair industry.
• Knowledge of modern automotive technology, including diagnostic and repair practices.
• Established technical and analytical skills
• Professional interpersonal, organizational and customer service skills.
• Strong professional written and oral communication skills.
• Moderate computer skills with knowledge of Microsoft Office software products, such as Outlook, Word, Excel and Access and other operations-specific software programs.

Nice To Haves

• A.S. Degree in automotive technology or certificate of completion from a 2-year automotive program preferred.
• Supervisory experience preferred.
• ASE certifications are preferred

Responsibilities

• Resolve customers’ complaints (i.e., wait time, part discrepancy/availability, charge of service, discounts)
• Authority to refund monies for customer satisfaction
• Analyze labor times for technician, making sure correct time is designated to specific technician providing correct payroll figures.
• Authority to contact any/all contractors for immediate repairs on faulty equipment that may be a workplace hazard.
• Settle disputes/questions from employees when GM is not available.
• Decide what products are best for the customer by contacting all vendors, including outside vendors, to determine what is most favorable in the customer’s interest.
• Determine warranty on labor and parts to efficiently serve the customer.
• Ordering parts and ensuring maintenance of proper parts inventory.

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees