Customer Service Representative

2 weeks ago


Jackson, Wisconsin, United States Kettle Marine Full time

Kettle Marine is seeking a dedicated Customer Service Representative to enhance our team.

Key Responsibilities:

  • Welcome clients with a friendly and professional demeanor.
  • Coordinate service appointments efficiently.
  • Provide accurate quotes for labor and parts to clients.
  • Secure client approval on service orders and document any modifications communicated through various channels.
  • Monitor the status and progress of service jobs.
  • Run VIN checks for updates and warranty information for all customer and sales units.
  • Engage proactively with clients throughout the service process.
  • Respond to phone inquiries and emails in a timely manner.
  • Assign service orders to the appropriate technicians.
  • Create and maintain service orders with comprehensive documentation.
  • Ensure timely completion of all service work.
  • Conduct unit inspections with both service and sales clients.
  • Clarify service details to clients to ensure understanding.
  • Confirm client approval for all work performed.
  • Verify availability of parts for service jobs and collaborate with service technicians and parts coordinators.
  • Recommend additional services and parts to clients as needed.
  • Track open service orders on a daily basis.
  • Establish callback schedules with clients.
  • Follow up with clients regarding the status of their units.
  • Maintain daily communication with technicians regarding service progress.
  • Resolve conflicts to foster client loyalty.
  • Achieve full certification and stay current with manufacturer training and qualifications.
  • Collaborate effectively with the Sales team to ensure complete client satisfaction.
  • Build and sustain positive relationships with all team members.
  • Adhere to the company's dress code.
  • Keep a tidy and organized workspace.
  • Perform other related tasks as assigned.


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