Service Writer - West Hartford CT

VIP Auto•West Hartford, CT

1d•Onsite

About The Position

The Service Writer supports the Service Manager and team in delivering an exceptional customer experience and high-performance results. The role involves consulting with customers, building relationships, and educating them about vehicle condition based on mileage and multi-point inspection results, while following VIP processes and standards. The Service Writer helps ensure effective communication, teamwork, safety, and consistent execution of service programs. The standard work week is five days and 40 hours, with associates expected to arrive before each shift and work scheduled hours as directed by management. The role also involves maintaining facility and equipment readiness, cleanliness, and security; complying with the service Code of Ethics and applicable regulations; completing required training and certifications; and supporting the Service Manager in meeting performance targets. Work is performed in an indoor service department that opens to the outdoors. Conditions may include varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise levels up to 110 decibels. Protective eyewear is required in the service area, and protective back support belts must be worn during strenuous lifting or force exertion.

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 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 required where applicable.
Ability to perform the 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, or an equivalent combination of education and experience.
ASE Certification P2 – Parts Specialist recommended.
ASE Certification G1 – Maintenance and Light Repair recommended.
TIA Basic Automotive Tire Service (BATS) certification.
TIA Advanced TPMS certification.
ASE certification.

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 educate them about vehicle condition based on mileage and multi-point inspection results, following VIP processes.
Achieve better-than-average customer engagement as measured by the VIP Sales & Execution (SAX) score.
Learn and execute activities assigned by the Service Manager to help deliver a different and better customer experience.
Complete required learning management system (LMS) training and relevant vendor training; obtain specified certifications.
Communicate effectively with the team throughout the day, including at daily huddles and 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 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 in satisfactory condition and ensure 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.
Maintain a clean service department and inspect the customer waiting area and parking lot for cleanliness before opening each day.
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 support compliance with service standards and company policies.
Support the Service Manager 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 scheduled hours as directed by management.