Service Writer - Waterbury CT

VIP Auto•Waterbury, CT

1d•Onsite

About The Position

The Service Writer supports VIP’s mission to earn automotive customers for life by learning and following VIP’s culture, processes, programs, and standards. The role works with team members to promote effective communication and teamwork, deliver an exceptional customer experience, and help the team achieve performance targets. The Service Writer consults with customers, builds relationships, and uses vehicle mileage and results from the MPI vehicle inspection to educate customers about their vehicles and potential service needs. The position includes customer engagement and education, work-order dispatching, training and certification, ongoing communication with the team, and monitoring email for customer appointments and messages. It also involves helping maintain the service facility and equipment, preparing the location for opening and securing it at closing, keeping the service department clean, and ensuring compliance with company procedures, safety policies, and applicable regulations. The Service Writer supports the Service Manager in achieving performance goals.

Requirements

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 organizational 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 required where applicable.
Ability to meet the role’s physical and vision requirements, with reasonable accommodations as applicable.
Wear protective eyewear in the service area at all times and wear a protective back-support belt during strenuous physical activities involving lifting and exerting force.

Nice To Haves

Completion of a two-year college or technical school program is recommended.
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 beyond the required C1 certification.

Responsibilities

Make workplace safety the top priority; follow safety policies, complete safety training, 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 MPI inspection results.
Achieve better-than-average customer engagement as measured by the VIP Sales & Execution (SAX) score.
Learn and execute activities assigned by the Service Manager to help provide customers with a different and better experience.
Complete required and assigned LMS training and relevant vendor training, and work toward required T.I.A. and ASE certifications.
Communicate effectively 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 necessary solutions.
Dispatch and assign work orders to technicians, giving each order to the first available technician qualified to perform the work properly.
Attend off-site meetings and training sessions as needed.
Maintain the facility and equipment in satisfactory condition and ensure they comply with applicable 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 closing.
Keep the service department clean, and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility or equipment issues into the applicable database.
Enforce compliance with the service Code of Ethics and applicable municipal, state, and federal regulations and procedures.
Communicate with management as needed to ensure compliance with service standards and company policies.
Support the Service Manager in achieving performance targets identified by leadership through daily, weekly, and monthly reports.
Arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed by management.