Service Writer - Waterbury CT

VIP Tires & Service•Waterbury, CT

9h•Onsite

About The Position

The Service Writer helps deliver VIP’s mission to earn automotive customers for life by learning and following VIP culture, processes, programs, and standards. The role works with the team to provide effective communication and teamwork, an exceptional customer experience, and strong performance results. The Service Writer consults with customers about their vehicles’ condition using mileage and multi-point inspection results, educates them about needed services, and partners with them on solutions. The position supports the Service Manager in achieving performance targets, coordinates work-order dispatch to technicians, and helps maintain the service facility, equipment, customer waiting area, and parking lot. It requires compliance with safety policies, the service Code of Ethics, and applicable regulations. The standard schedule is five days and 40 hours per week, with attendance for all hours scheduled by management.

Requirements

At least 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 organization 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 where applicable.
Ability to perform the role’s physical activities, including standing, walking, reaching, pushing or pulling, climbing, kneeling, and crawling.
Ability to meet the position’s lifting and force-exertion requirements, including handling more than 21 pounds for less than one-third of the time and up to 20 pounds for one-third to two-thirds of the time.
Vision capabilities include close, distance, color, peripheral, and depth vision, and the ability to adjust focus.
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.
An equivalent combination of education and experience may be considered.
T.I.A. Basic Automotive Tire Service (BATS) certification.
T.I.A. Advanced TPMS certification.
ASE certification beyond the required C1 certification.

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 explain vehicle condition based on mileage and multi-point inspection results, following VIP processes.
Achieve above-average customer engagement as measured by the VIP Sales & Execution (SAX) score.
Learn and execute assigned activities and VIP programs and standards to support a better customer experience.
Complete required Learning Management System training and relevant vendor training, and pursue specified industry certifications.
Communicate effectively with the team throughout the day, at 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 discuss necessary solutions.
Dispatch and assign work orders to technicians, using the first available technician qualified to perform the work properly.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility and equipment in satisfactory condition and ensure compliance with security, safety, and environmental codes and ordinances.
Prepare the location, service desk, and equipment before opening, and 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 each day.
Enter facility or equipment issues into the appropriate database.
Enforce compliance with the service Code of Ethics and applicable municipal, state, and federal regulations and procedures.
Communicate with management as needed regarding service standards and company policies.
Support the Service Manager and team in achieving performance targets outlined 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.