Service Coordinator/Administrator

2 months ago

Jupiter, United States MarineMax Full time
OVERVIEW: The Service Coordinator/Administrator is responsible for providing support to the Service Manager, Service Advisors and Customers through follow-up and providing feedback, scheduling, and elevating the flow of communication with service customers.

KEY TASKS:
  • Greet customers and determine appropriate team member to assist them.
  • Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day.
  • Use reporting tools to identify and contact existing and prior MarineMax customers
  • Assist with departmental expenses and P-Card submissions
  • Process and track PO's
  • Demonstrate effective verbal and written communication skills
  • Maintain service personnel certification logs to ensure departmental compliance
  • Perform outreach to customers assigned by Service Manager, to include new and used boat purchasers/FANS and current and former service customers.
  • Maintain contact and communication logs daily and share with Service Manager and appropriate Service Advisors
  • Assist Service Team in acquiring new service customers by conducting call and email campaigns to leads obtained through marketing events, boat shows, fishing tournaments, etc.Attend such events as required.
  • Make follow-up calls to customers who have just had service work completed.
  • Schedule appointments for service drop-offs and mobile service
  • Assist Service Team by taking incoming calls during peak periods
  • Utilize G2 DMS to identify prior servicework performed, Service Advisor assigned, and dates of prior service
  • Document all elements of F.O.R.M and notes around customer needs that are able to be obtained and communicate to the appropriate Service Advisor
  • Set and adhere to reminders for additional follow-ups when customers defer needed/requested service work to a later date.
  • Communicate customer feedback, positive and negative, to Service Manager and Service Advisors.Follow up to ensure any concerns have been addressed.
  • Send thank you cards to customers who have had service work completed.
  • Send birthday cards to customers who have had service work completed.
  • Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
  • Perform follow-up phone calls and e-mails for FANS
  • Provide prompt, detailed and timely flow of all paperwork.
  • Other Duties as assigned
KEY RESULT AREAS:
  • Internal/external customer satisfaction/FANS
  • Timely and accurate completion of work
  • Professional representation of MarineMax
  • Positive working relationship with fellow team members, customers and vendors

*MarineMax and its subsidiaries uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

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