Customer Experience/Service Writer

Service Writer

The Service Writer lives VIP's mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by learning the VIP culture and processes to help the team ensure that all customers get a different & better experience. A Service Writer must be able to work effectively with team members to ensure effective communication, teamwork, and operation in serving customers at their location. The Service Writer delivers an exceptional customer experience and high-performance results through helping the team achieve execution of VIP programs and standards.

Follows all safety policies, completes all safety-related training, locks out any unsafe equipment, and reports any unsafe conditions or actions to a member of Management.

Serve customers by consulting with them, building relationships with them, and by following the VIP processes to educate them about the condition of their vehicle, based on mileage and results of the MPI vehicle inspection.

Achieve better than average success in customer engagement as measured by VIP Sales & Execution (SAX) score

Learn and be able to successfully execute all activities as assigned by the Service Manager and help the team deliver a different and better customer experience to every customer.

Take and pass all required and assigned LMS training

Complete any and all relevant vendor training

A basic automotive tire service (BATS) certified

Effectively communicate with the team throughout the day, daily huddles, and bi-monthly store meetings

Monitor e-mail throughout the day for customer appointments and communication

Train, support and deliver the 5 for 5 process to educate our customers about their vehicle's conditions and partnering with them on any necessary solutions

Attend off site meetings and training sessions as needed. Facility and Equipment Maintenance

Ensures satisfactory maintenance, appearance, and condition of facility to comply with security, safety and environmental codes and ordinances

Ensures satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the resources they need to meet our customer's needs

Manages daily preparation of location, service desk, and equipment prior to start of business each day and the recovery and securing of location and unclaimed customer vehicles at close of each business day

Ensures appropriate steps are taken to maintain a clean service department throughout the business day

Inspects customer waiting area and parking lot for cleanliness each day prior to opening for business

Any facility or equipment issues should be entered into the facility or equipment database

Enforces strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures pertaining to the operation of the location.

Communicates with management as needed to ensure compliance with service standards and company policies

The Service Writer supports the Service Manager to help the team achieve all targeted levels of performance as outlined by leadership through various daily, weekly, and monthly reports.

Arrive prior to each work shift, be ready to perform duties upon shift start time, and work all scheduled hours as directed by management team

A comprehensive understanding of automotive servicing and the industry

One year of related experience in automotive service field

Proven results Certificates, Licenses, and/or Registrations

Equipment Safety Certification

ASE Certification C1 Service Consultant required

ASE Certification P2 Parts Specialist recommended

State Inspection License Required (where applicable)

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of the Service Manager job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Job duties are performed within an indoor service department (generally 800 to2500 sq. ft.), which opens to the outdoors via overhead doors. While performing the duties of this job, the associate is exposed to varying weather, climate and temperature conditions, mechanical equipment, automotive and industrial cleaning chemicals, and noise levels that may reach 110 decibels depending upon type of service being performed. Protective eyewear must be worn in the service area at all times.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Listed below is a table that summarizes the physical activities associated with the position and the average amount of time required of each physical activity. Protective back support belts must be worn while performing strenuous physical activities involving lifting and exerting force.

VIP Tires & Service