Service Writer

AAA • Williamsburg, VA

2d • $60,500 - $73,900 • Onsite

About The Position

This position assists the General Manager in supervising day-to-day automotive repair and customer service activities at a Car Care Center. The position ensures effective quality service to members and all motorists and supervises the daily activity of the Automotive Technicians.

Requirements

• High School GED Required
• Knowledge of modern automotive technology, including diagnostic and repair practices.
• Established technical and analytical skills
• Professional interpersonal, organizational and customer service skills.
• Professional communication skills required, both written and oral.
• Moderate computer skills with knowledge of Microsoft Office software products, such as Outlook, Word, Excel and Access and other operations-specific software programs.
• Engine Machinist Certification Tests (M Series) - Automotive Service Excellence Required

Nice To Haves

• Associates Automotive Engineering Preferred
• 4-6 years Experience in the Automotive Repair industry. Preferred
• 1-3 years Experience in a management or leadership role. Preferred
• Automotive Service Excellence (ASE) Master Automobile Technician certification - International System Security Certification Consortium Preferred

Responsibilities

• Supervise the daily activity of Automotive Technicians and delegate work to ensure productivity and quality service.
• Analyze labor times for technicians, making sure the correct time is designated to the specific technician, providing correct payroll figures.
• Negotiate with customers with respect to recommended services and pricing.
• Recommend products and services to the customer, including contacting inside and outside vendors, to determine what is most favorable in the customer’s interest.
• Has the authority to override pricing when necessary and/or refund monies for customer satisfaction.
• Determine if/when work orders can be taken and the timeframe for completion.
• Control inventory by ordering parts and is responsible for posting returns.
• Assists the General Manager with expense control, pricing structure, and parts mark up.
• Manage customer relations and ensure employees are providing a high level of customer service.
• Investigate and resolve customer disputes (i.e. wait time, part discrepancy/availability, charge of service, discounts) and expedite timely resolution.
• Determine warranty on labor and parts to efficiently serve the customer.
• Serve as acting General Manager in the absence of the General Manager.
• Settle disputes & questions from employees when GM is not available.
• Assist General Manager with oversight of fleet drivers based out of the center.
• Approve time off and assign work schedules for Automotive Technicians as necessary.
• Maintain and schedule appropriate work loads according to operation hours and employee availability.
• Provide input on Automotive Technician performance appraisals and disciplinary actions.
• Attend and participate in Car Care Center management meetings concerning safety, sales and productivity.
• Service Writers are expected to function independently within all policies and procedures of the Car Care Center.
• Resolve customers’ complaints (i.e. wait time, part discrepancy/availability, charge of service, discounts).
• Authority to refund monies for customer satisfaction.
• Authority to contact any/all contractors for immediate repairs on faulty equipment that may be a workplace hazard.
• Ordering parts and ensuring maintenance of proper parts inventory.

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• 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