Service Writer

This position assists the General Manager in supervising day-to-day automotive repair and customer service activities at a Car Care Center. The position ensures effective quality service to members and all motorists and supervises the daily activity of the Automotive Technicians.


Job Duties

• Supervise the daily activity of Automotive Technicians and delegate work to ensure productivity and quality service. Analyze labor times for technicians, making sure the correct time is designated to the specific technician, providing correct payroll figures.
• Negotiate with customers with respect to recommended services and pricing. Recommend products and services to the customer, including contacting inside and outside vendors, to determine what is most favorable in the customer’s interest. Has the authority to override pricing when necessary and/or refund monies for customer satisfaction.
• Determine if/when work orders can be taken and the timeframe for completion.
• Control inventory by ordering parts and is responsible for posting returns. Assists the General Manager with expense control, pricing structure, and parts mark up.
• Manage customer relations and ensure employees are providing a high level of customer service. Investigate and resolve customer disputes (i.e. wait time, part discrepancy/availability, charge of service, discounts) and expedite timely resolution.
• Determine warranty on labor and parts to efficiently serve the customer.
• Serve as acting General Manager in the absence of the General Manager. Settle disputes & questions from employees when GM is not available. Assist General Manager with oversight of fleet drivers based out of the center.
• Approve time off and assign work schedules for Automotive Technicians as necessary. This includes maintaining and scheduling appropriate work loads according to operation hours and employee availability. Provide input on Automotive Technician performance appraisals and disciplinary actions.
• Attend and participate in Car Care Center management meetings concerning safety, sales and productivity.
• Service Writers are expected to function independently within all policies and procedures of the Car Care Center. However, there are circumstances/limits where the GM is responsible.
• Day to day decisions tends to vary with each customer interaction and most decisions are subject to the discretion and independent judgment of the Service Writer. Typical areas where the Service Writer is expected to exercise decision making authority:
  • Resolve customers’ complaints (i.e. wait time, part discrepancy/availability, charge of service, discounts)
  • Authority to refund monies for customer satisfaction
  • Analyze labor times for technician, making sure correct time is designated to specific technician providing correct payroll figures.
  • Authority to contact any/all contractors for immediate repairs on faulty equipment that may be a workplace hazard.
  • Settle disputes/questions from employees when GM is not available.
  • Decide what products are best for the customer by contacting all vendors, including outside vendors, to determine what is most favorable in the customer’s interest.
  • Determine warranty on labor and parts to efficiently serve the customer.
  • Ordering parts and ensuring maintenance of proper parts inventory.
  
• Authority to contact any/all contractors for immediate repairs on faulty equipment that may be a workplace hazard.

Qualifications

• High School GED Required
• Associates Automotive Engineering Preferred
• 4-6 years Experience in the Automotive Repair industry. Preferred
• 1-3 years Experience in a management or leadership role. Preferred
• Knowledge of modern automotive technology, including diagnostic and repair practices.
• Established technical and analytical skills
• Professional interpersonal, organizational and customer service skills.
• Professional communication skills required, both written and oral.
• Moderate computer skills with knowledge of Microsoft Office software products, such as Outlook, Word, Excel and Access and other operations-specific software programs.
• Engine Machinist Certification Tests (M Series) - Automotive Service Excellence Required
• Automotive Service Excellence (ASE) Master Automobile Technician certification - International System Security Certification Consortium Preferred

Travel Requirements

• Occasional travel to off-site business meetings or conferences. (5% proficiency)

Service Writer successfully meeting sales goals earn on average $60,500 - $73,900 annually.

Remarkable benefits:

•    Health coverage for medical, dental, vision

•    401(K) saving plans with company match AND Pension    

•    Tuition assistance

•    Floating holidays and PTO for community volunteer programs

•    Paid parental leave

•    Wellness programs

•    Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify