Service Advisor

Onewater Marine Inc•Sarasota, FL

About The Position

Service Advisors provide an excellent customer service experience at their OneWater store. They work to delight customers and meet or exceed expectations by delivering timely service in a profitable and efficient manner. The position schedules and coordinates service work, manages repair-order workflows, communicates with customers, supports technicians, and helps improve service department operations. It also involves maintaining customer and manufacturer relationships, securing warranty or service-contract approvals, and verifying completed boat repairs and cleanliness.

Requirements

High school diploma or equivalent.
At least 2–3 years of experience in a customer service or service advisor role; experience in the automotive, marine, or a related industry is preferred.
Experience working in a service department; marine service experience is a strong advantage.
Knowledge of marine equipment, boats, engines, and parts is strongly preferred.
Familiarity with basic marine maintenance and repair terminology.
Excellent interpersonal and communication skills.
Ability to build and maintain customer relationships.
Ability to manage service schedules and appointments.
Ability to prioritize tasks in a fast-paced environment.
Detail-oriented, with accurate documentation and reporting.
Ability to manage workflow efficiently and meet customer expectations.

Nice To Haves

Customer service or service advisor experience in the automotive, marine, or a related industry.
Marine service experience.
Knowledge of marine equipment, boats, engines, and parts.

Responsibilities

Schedule service work and process retail, warranty, and internal repair orders efficiently and promptly.
Maintain repair records for supervision or control purposes.
Manage technician workflow and schedule assigned repair orders appropriately.
Document customer concerns in detail using “Complaint, Cause & Correction” on each repair order, and provide timely estimates for customer approval.
Collaborate with the service manager to improve internal processes, workflow, and operational efficiency.
Build and maintain positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals, and enhance the dealer’s reputation.
Help maintain the flow and distribution of supplies and parts; assist in determining materials, supplies, machinery, equipment, tools, and parts to use, purchase, stock, or sell.
Resolve customer complaints or concerns promptly and identify ways to better serve customers.
Obtain warranty or service-contract approvals promptly.
Keep customers proactively informed about repair status and completion.
Perform quality-control checks on finished boats to confirm repairs are complete and the boats are clean.
Participate in evaluating technician productivity and efficiency, recommend promotions or other status changes, and assist with interviewing, selecting, and training technicians.
Monitor and implement legal compliance measures.