Service Writer - West Hartford CT

VIP Tires & Service•West Hartford, CT

7h•Onsite

About The Position

The Service Writer supports VIP’s mission to earn automotive customers for life by learning and following VIP culture, processes, programs, and standards. This role works closely with team members to promote communication and teamwork, deliver an exceptional customer experience, and help achieve high-performance results. The Service Writer consults with customers, builds relationships, and explains vehicle conditions based on mileage and the results of multi-point inspections. The role supports the Service Manager and team in meeting performance targets and maintaining service standards. The position includes maintaining a safe, clean, and prepared service location; ensuring equipment and facilities are in satisfactory condition; and complying with the service Code of Ethics and applicable regulations. Work is performed in an indoor service department that opens to the outdoors and involves exposure to changing weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and potentially high noise levels. Protective eyewear is required in the service area, and protective back support belts must be worn during strenuous lifting or force exertion. The standard schedule is five days and 40 hours per week. The associate is expected to arrive before each shift, be ready to work at shift start, and work scheduled hours as directed by management.

Requirements

At least one year of related experience in the automotive service field.
Excellent verbal and written communication skills.
Sound business sense and the ability to analyze, prioritize, identify, and implement solutions.
Strong organization and time-management skills.
Comprehensive understanding of automotive servicing and the 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 perform essential job functions, with reasonable accommodations where applicable.
Protective eyewear must be worn in the service area; protective back support belts must be worn 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.

Responsibilities

Prioritize workplace safety, 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 conditions based on mileage and multi-point inspection results.
Achieve better-than-average customer engagement as measured by the VIP Sales & Execution (SAX) score.
Execute activities assigned by the Service Manager and help deliver a different and better customer experience.
Complete required and assigned LMS training and relevant vendor training.
Obtain T.I.A. Basic Automotive Tire Service (BATS) certification and T.I.A. Advanced TPMS certification, and become ASE certified.
Communicate with the team throughout the day, participate in daily huddles and bi-monthly store meetings, and monitor email for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle conditions and partner with them on necessary solutions.
Dispatch and assign work orders to technicians, using the guideline that the first available technician capable of properly performing the work receives the order.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility and equipment, including their appearance and condition, in compliance with 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 during the business day 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 helping the team meet performance targets outlined by leadership through daily, weekly, and monthly reports.
Arrive before each work shift, be ready to perform duties at shift start, and work all scheduled hours as directed by management.