Service Writer - Marshfield MA

Vipauto; Marshfield (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

Vipauto is seeking a Service Writer in Marshfield, Massachusetts, dedicated to delivering exceptional customer experiences. This role requires effective communication with customers and ensuring compliance with safety standards.

Responsibilities include consulting with customers, managing service orders, and executing company standards. Candidates should possess strong automotive service knowledge, excellent communication skills, and relevant certifications. The position ensures a collaborative team environment.

Qualifications

• One year of related experience in automotive service field.
• Current and valid driver's license issued in state of residence.
• State Inspection License required where applicable.

Responsibilities

• Ensure workplace safety and follow all safety policies.
• Consult with customers about their vehicles' conditions.
• Deliver an exceptional customer experience.

Skills

Excellent verbal and written communication

Organization and time management skills

Business analysis and solution implementation

Understanding of automotive servicing

Education

Completion of two-year college or technical school program

Tools

ASE Certification P2 – Parts Specialist

ASE Certification G1 – Maintenance and light repair

Job description

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.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. Make sure that workplace safety is Priority #1. Follow all safety policies, complete all safety-related training, lock out any unsafe equipment, and report any unsafe conditions or actions to a member of Management.
2. 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.
3. Achieve better than average success in customer engagement as measured by VIP Sales & Execution (SAX) score.
4. 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.
5. Learn VIP’s processes and be prepared to successfully execute the essential duties and responsibilities listed below:
   • a. Take and pass all required and assigned LMS training
   • b. Complete any and all relevant vendor training
   • d. Become T.I.A. advanced TPMS certified
   • e. Become ASE certified
   • f. Effectively communicate with the team throughout the day, daily huddles, and bi-monthly store meetings
   • g. Monitor e-mail throughout the day for customer appointments and communication
   • h. Train, support and deliver the 5 for 5 process to educate our customers about their vehicle’s conditions and partner with them on any necessary solutions
   • i. 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
   • j. Attend off-site meetings and training sessions as needed; typically several times per year
6. Facility and Equipment Maintenance:
   • a. Ensure satisfactory maintenance, appearance, and condition of facility to comply with security, safety and environmental codes and ordinances.
   • b. Ensure satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the resources they need to meet our customers’ needs.
   • c. Manage 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.
   • d. Ensure appropriate steps are taken to maintain a clean service department throughout the business day.
   • e. Inspect customer waiting area and parking lot for cleanliness each day prior to opening for business.
   • f. Enter any facility or equipment issues into the facility or equipment database.
7. Procedural Compliance: Enforce strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures pertaining to the operation of the location.
8. Additional Responsibilities (Performs other functions as required.): Communicate with management as needed to ensure compliance with service standards and company policies.

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.

REQUIRED QUALIFICATIONS

1. 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.
2. 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.
   • An equivalent combination of education and experience.
3. 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

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 to 2500 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.

PHYSICAL DEMANDS

Essential Physical Activity Requirements:

Less than 1/3 of Time

Reaching

Standing

Pushing / Pulling

Walking

Climbing

Kneeling

1/3 to 2/3 of Time

Standing

Pushing / Pulling

Walking

Climbing

More than 2/3 of Time

Standing

Pushing / Pulling

Walking

Essential Weightlifting/Force Exertion Requirements

More than 21lbs.

Up to 20lbs.

• 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)

ACKNOWLEDGEMENT:

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities.

VIP, Inc is an equal opportunity employer dedicated to a policy of compliance with all federal, State, and local laws regarding nondiscrimination in employment. No question on this application is intended to secure information to be used for unlawful purposes. Consistent with the provisions of the Americans With Disabilities Act (ADA) and the Maine Human Rights Act (MHRA), and other States’ disability laws, applicants may request accommodations needed to participate in the application process.