Marine Service Advisor
About The Position
The Boat House of Naples is expanding their service department and looking for an A-Player Service Advisor to join their team of energetic, fun, customer-focused individuals. The Boat House Group has multiple accolades, including being a Top 100 dealer in the industry. The ideal candidate will have necessary qualities such as service writing experience, attention to detail, the ability to listen intently to customer needs and interpret various communication styles, dedication to excellent customer service, and great phone and follow-up skills. The candidate who is really wanted will also have previous Marine Industry related Service Advisor experience, understand the importance of timing when customers are unable to enjoy the water due to an inoperable boat, and consistently show a positive attitude and be a genuine team player.
Requirements
- 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
- 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
- Consistently show a positive attitude and be a genuine team player.
- Working knowledge of marine parts and components
- Ability to master dealer management software selected by organization.
Responsibilities
- Communicate with customers professionally and with courtesy.
- Greet customer promptly and courteously and present yourself in a professional manner.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
