Service Advisor

Onewater Marine Inc•Dadeville, AL

85d•Onsite

About The Position

Service Advisors are responsible for providing excellent customer service experience at their OneWater store. They are passionate about delighting customers and achieving or exceeding the customers’ expectations through timely service, done in a profitable and efficient manner.

Requirements

High school diploma or equivalent (required)
Minimum of 2-3 years of experience in a customer service or service advisor role, preferably in the automotive, marine, or related industries preferred
Experience working in a service department (marine service experience is a strong advantage)
Knowledge of marine equipment, boats, engines, and parts (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
Efficient in managing workflow and ensuring customer expectations are met

Responsibilities

Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner.
Maintains repair records for use in supervision or control.
Manages technician’s workflow and schedules assigned repair orders appropriately.
Performs detailed write-up of customers concerns and incorporate required work utilizing “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.
Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation.
Helps to maintain the flow and distribution of supplies and parts; assist in determining the type of materials, supplies, machinery, equipment or tolls to be used or parts to be bought, stocked, and sold.
Resolves customer complaints or concerns in a timely manner and always looks for ways to better serve our customers.
Obtains warranty or service contract approvals in a timely manner.
Effectively communicates with customers on a timely basis, keeping the customer proactively informed of the status and completion of their repairs.
Performs quality control checks on finished boats, assuring completion of repairs & cleanliness.
Participates in the appraisal of technician productivity and efficiency for the purpose of recommending promotions or other changes in status; assists in interviewing, selecting, and training of technicians.
Monitor and implement legal compliance measures.