Service Operations Specialist

2 weeks ago

Morgantown, West Virginia, United States Bass Pro Inc Full time
Job Summary

The Service Specialist is a key member of the Service Department team, responsible for assisting in all aspects of service operations, including unit inventory procedures, pre-delivery inspection (PDI), and delivery orientation. This role may also involve assisting customers with service or warranty repairs for their boat, motor, trailer, or ATV/UTV, as well as assisting with the sale of parts and accessories.

Key Responsibilities
  • Supports a strong commitment to world-class customer service to ensure a pleasant and productive shopping experience for all customers.
  • Greets all new unit delivery, service, warranty, and parts customers in a friendly, prompt, and efficient manner.
  • Answers service, warranty, and parts questions over the phone and in person.
  • Assists the Receiving Department with the unloading, inspection, and VIN verification of new units being delivered to the dealership by the manufacturer.
  • Affixes bar code labels to units received and updates lot location in the Dealership Management data entry system.
  • Maintains unit inventory status communication in the Dealership Management data entry system and assists with physical inventories.
  • Prints daily unit delivery schedule to prepare for upcoming orientations.
  • Conducts final PDI and inspects detailing of all units scheduled to deliver and reports any issues with unit condition to the Service Manager and provides VIN verification to the Business Analyst.
  • Confirms correct rigging and accessory mounting instructions against the work order.
  • Prepares Owner's Delivery Packet and delivery documents in advance of time for pick-up.
  • Explains unit and accessory operation, break-in, and maintenance procedures to customers.
  • Assists service customers with documentation of concerns on the Repair Order.
  • Assists the Service Manager with the creation of related work orders and with keeping customers informed of estimates for needed repairs and progress toward their completion.
  • Assists the Marine GSM and senior management with the scheduling of work to be performed in the department.
  • Remains up-to-date on product warranty policies and procedures.
  • Assists with warranty repair authorization and related work order creation, the receiving and sale of parts within the Dealership Management data entry system, and the accepting parts and work order payments, compiling daily batch report, and till reconciliation.
  • Assists management and the Business Analyst to ensure no unit is released until payment is received in full.
  • Maintains a clean and professional work area.
  • Performs all other duties as assigned.

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