Vipauto
128 Boylston St, Brookline, MA 02445, USA
Overview TITLE:
Service Writer
REPORTING TO:
Service Manager
EMPLOYMENT CLASSIFICATION:
Non-exempt / hourly
GENERAL SUMMARY:
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.
Responsibilities
Makes sure that workplace safety is Priority #1. 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.
Learn VIP’s processes and be prepared to successfully execute the essential duties and responsibilities listed below.
To include sub-tasks:
Take and pass all required and assigned LMS training
Complete any and all relevant vendor training
Become T.I.A. advanced TPMS certified
Become ASE 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
Control the dispatching and assignment of work orders to technicians using the guideline of the first available technician that can perform the work properly should receive the work order
Attend off site meetings and training sessions as needed. Typically, several times per year
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
Procedural Compliance
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
Additional Responsibilities (Performs other functions as required.)
Communicates with management as needed to ensure compliance with service standards and company policies
Performance & Schedule PERFORMANCE MEASUREMENT:
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.
STANDARD MANAGEMENT WORK WEEK:
SCHEDULE: The standard expectation is 5-day work and 40 hours per week.
ATTENDANCE: 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
Qualifications REQUIRED QUALIFICATIONS:
Knowledge, Skills, and Abilities
Excellent verbal and written communication
Sound business sense, with the ability to analyze, prioritize, identify, and implement solutions
Strong organization and time management skills
A comprehensive understanding of automotive servicing and the industry
Minimum Educational and/or Experience Level
One year of related experience in automotive service field
Completion of two-year college or technical school program recommended
Or an equivalent combination of education and experience
Proven results Certificates, Licenses, and/or Registrations
Current, valid driver’s license issued in state of residence
ASE Certification P2 – Parts Specialist recommended
ASE Certification G1 – Maintenance and light repair recommended
State Inspection License Required (where applicable)
Essential Job Functions Essential job functions are described here and may be revised. The work environment is indoors in a service department with possible exposure to varying weather when doors are open. 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.
Physical Demands Essential Physical Activity Requirements
Less than 1/3 of Time • 1/3 to 2/3 of Time • More than 2/3 of Time
Reaching • Standing • Pushing / Pulling • Walking • Climbing • Kneeling
Essential Weightlifting/Force Exertion Requirements
Listed below is a table which summarizes the amount of time spent and weight lifted, or force exerted in the position. Protective back support belts must be worn while performing strenuous physical activities involving lifting and exerting force.
Less than 1/3 of Time • 1/3 to 2/3 of Time • More than 2/3 of Time
More than 21 lbs. • Up to 20 lbs.
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Color Vision (ability to identify and distinguish colors)
Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)
Depth Perception (three-dimensional vision, ability to judge distances and spatial relationships)
Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)
#J-18808-Ljbffr
Overview TITLE:
Service Writer
REPORTING TO:
Service Manager
EMPLOYMENT CLASSIFICATION:
Non-exempt / hourly
GENERAL SUMMARY:
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.
Responsibilities
Makes sure that workplace safety is Priority #1. 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.
Learn VIP’s processes and be prepared to successfully execute the essential duties and responsibilities listed below.
To include sub-tasks:
Take and pass all required and assigned LMS training
Complete any and all relevant vendor training
Become T.I.A. advanced TPMS certified
Become ASE 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
Control the dispatching and assignment of work orders to technicians using the guideline of the first available technician that can perform the work properly should receive the work order
Attend off site meetings and training sessions as needed. Typically, several times per year
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
Procedural Compliance
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
Additional Responsibilities (Performs other functions as required.)
Communicates with management as needed to ensure compliance with service standards and company policies
Performance & Schedule PERFORMANCE MEASUREMENT:
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.
STANDARD MANAGEMENT WORK WEEK:
SCHEDULE: The standard expectation is 5-day work and 40 hours per week.
ATTENDANCE: 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
Qualifications REQUIRED QUALIFICATIONS:
Knowledge, Skills, and Abilities
Excellent verbal and written communication
Sound business sense, with the ability to analyze, prioritize, identify, and implement solutions
Strong organization and time management skills
A comprehensive understanding of automotive servicing and the industry
Minimum Educational and/or Experience Level
One year of related experience in automotive service field
Completion of two-year college or technical school program recommended
Or an equivalent combination of education and experience
Proven results Certificates, Licenses, and/or Registrations
Current, valid driver’s license issued in state of residence
ASE Certification P2 – Parts Specialist recommended
ASE Certification G1 – Maintenance and light repair recommended
State Inspection License Required (where applicable)
Essential Job Functions Essential job functions are described here and may be revised. The work environment is indoors in a service department with possible exposure to varying weather when doors are open. 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.
Physical Demands Essential Physical Activity Requirements
Less than 1/3 of Time • 1/3 to 2/3 of Time • More than 2/3 of Time
Reaching • Standing • Pushing / Pulling • Walking • Climbing • Kneeling
Essential Weightlifting/Force Exertion Requirements
Listed below is a table which summarizes the amount of time spent and weight lifted, or force exerted in the position. Protective back support belts must be worn while performing strenuous physical activities involving lifting and exerting force.
Less than 1/3 of Time • 1/3 to 2/3 of Time • More than 2/3 of Time
More than 21 lbs. • Up to 20 lbs.
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Color Vision (ability to identify and distinguish colors)
Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)
Depth Perception (three-dimensional vision, ability to judge distances and spatial relationships)
Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)
#J-18808-Ljbffr