Marine Service Advisor

2 months ago

Sister Bay, United States The Boat House Full time
Job DescriptionJob Description

Are you a team player?

Do you LOVE the water?

Do you want to make a difference with the customers you serve, helping them make memories to last a lifetime with their family?

The Boat House of Door County is expanding their service department again and looking for an A-Player Service Advisor to join our team of energetic, fun, customer-focused individuals The Boat House Group has multiple accolades, in addition to being a Top 100 dealer in the industry.

The ideal candidate will have the following necessary qualities:

  • Service Writing experience
  • Attention to detail
  • Ability to listen intently to the customer's needs and interpret a variety of communication styles
  • Dedication to excellent customer service
  • Great phone and follow up skills

The candidate who I really want to meet will also:

  • Have previous Marine Industry related Service Advisor experience.
  • Understands the ins and outs of working in a service department and the importance of timing when customers are unable to enjoy the water when their boat is inoperable; and
  • Consistently show a positive attitude and be a genuine team player.

Our team player Service Advisor will have the following essential functions:

  • Communicate with customers professionally and with courtesy.
  • Greet customer promptly and courteously and present yourself in a professional manner.
  • Working knowledge of marine parts and components and ability to master dealer management software selected by organization.
  • Handle telephone inquiries quickly and courteously.
  • Sell service and maintenance to customers in person, by telephone and electronically as best suits the customer.
  • Work with clients to provide appointments that support business needs and customer convenience.
  • Refer to service records and recommend additional necessary service and maintenance as suggested by manufacturer and company procedure.
  • Inspect every boat and motor prior to the start of repair / maintenance work (with the customer when possible) and note repair order accurately.
  • Complete repair / maintenance order paperwork completely and accurately at all times.
  • Secure customer approval prior to starting work to include cost estimate, delivery time, method of payment, any warranty materials, and estimated completion date.
  • File for all warranty pre-authorizations in accordance with the manufacturer guidelines.
  • Upon notification that additional work may be needed, contact customers immediately to inform and gain understanding of the additional scope of work.
  • Follow-up with each customer 48 hours after delivery to verify customer satisfaction.
  • Follow Complaint Handling Procedure to support upset customers. Reach resolution, when possible, that is satisfactory to the customer while protecting the company's interests.
  • Refer potential sales leads to the Sales Department for customer support.
  • Establish and maintain a positive working environment with employees in all departments within the company and vendors.
  • Maintain a courteous and professional working relationship with all members of the organization.
  • Process all paperwork on a timely basis and with accuracy.
  • Follow all safety policies and procedures, keeping work areas within your control clean and organized to lessen safety concerns.
  • Attend all assigned meetings and complete all assigned training.
  • Follow all company policies and procedures.

Other duties as assigned.

The Boat House is an Equal Opportunity Employer (EOE). All candidates will be considered without regard to any protected class.

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