Service Writer - Brockton MA

VIP Tires & Service•Brockton, MA

9h•Onsite

About The Position

The Service Writer supports VIP’s mission to earn automotive customers for life by learning and applying VIP culture and processes. The role works with team members to provide effective communication and teamwork, deliver an exceptional customer experience, and help achieve VIP programs, standards, and performance goals. The Service Writer consults with customers, builds relationships, and educates them about vehicle condition using mileage and multi-point inspection results. The position also supports service-department operations, including work-order dispatch, facility and equipment upkeep, safety, procedural compliance, staff communication, and customer appointment communications. It reports to the Service Manager and is classified as non-exempt and hourly. The standard schedule is five days and 40 hours per week.

Requirements

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.
At least one year of related experience in the automotive service field.
Current, valid driver’s license issued in the state of residence.
Equipment Safety Certification.
ASE Certification C1 – Service Consultant.
State Inspection License where applicable.
Ability to meet the role’s physical demands, including standing, walking, reaching, pushing or pulling, climbing, kneeling, and crawling; lifting or exerting force; and wearing protective eyewear in the service area and a back-support belt during strenuous lifting or exertion.

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.

Responsibilities

Prioritize workplace safety by following safety policies, completing required safety training, locking out unsafe equipment, and reporting unsafe conditions or actions.
Consult with customers, build relationships, and educate them about vehicle condition based on mileage and multi-point inspection results.
Achieve customer-engagement results measured by VIP Sales & Execution (SAX) score.
Carry out activities assigned by the Service Manager and help deliver a better customer experience.
Complete required learning-management-system and relevant vendor training, and obtain the listed automotive certifications.
Communicate with the team throughout the day, during daily huddles, and at bi-monthly store meetings.
Monitor email for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle condition and discuss solutions.
Dispatch and assign work orders to technicians, following the guideline that the first available technician qualified to perform the work properly receives 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 in compliance with security, safety, and environmental requirements.
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 relevant 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.
Arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed.