Service Writer - Barre VT

VIP Tires & Service•Barre, VT

2d•Onsite

About The Position

The Service Writer is responsible for living VIP’s mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by embracing the VIP culture and processes. This role involves ensuring 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. The position delivers an exceptional customer experience and drives high-performance results by supporting the team in executing 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.
Equipment Safety Certification.
State Inspection License Required (where applicable).

Nice To Haves

Completion of a two-year college or technical school program recommended.
ASE Certification C1– Service Consultant required.
ASE Certification P2 – Parts Specialist recommended.
ASE Certification G1 – Maintenance and light repair recommended.

Responsibilities

Prioritize and maintain workplace safety by following all safety policies, completing safety training, locking out unsafe equipment, and reporting any unsafe conditions or actions to management.
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 help the team deliver a superior customer experience.
Learn and execute VIP’s processes, including taking and passing LMS and vendor training, becoming T.I.A. basic automotive tire service (BATS) certified, T.I.A. advanced TPMS certified, and 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 their vehicle’s conditions and partner on solutions.
Control the dispatching and assignment of work orders to technicians, prioritizing the first available technician capable of performing the work correctly.
Attend off-site meetings and training sessions as needed, typically several times per year.
Ensure satisfactory maintenance, appearance, and condition of the facility to comply with security, safety, and environmental codes.
Ensure satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the necessary resources.
Manage the daily preparation of the location, service desk, and equipment before business opening, and the recovery and securing of the location and unclaimed customer vehicles at close of business.
Ensure appropriate steps are taken to maintain a clean service department throughout the business day.
Inspect the customer waiting area and parking lot for cleanliness daily before opening.
Enter any facility or equipment issues into the facility or equipment database.
Enforce strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures.
Communicate with management as needed to ensure compliance with service standards and company policies.