Service Coordinator/Administrator

MarineMax•Jupiter, FL

12d•Onsite

About The Position

The Service Coordinator/Administrator is responsible for providing support to the Service Manager, Service Advisors, and Customers. This role involves follow-up, providing feedback, scheduling, and enhancing the flow of communication with service customers. Key tasks include greeting customers, answering calls professionally, using reporting tools for customer outreach, assisting with departmental expenses and P-Card submissions, processing and tracking POs, maintaining service personnel certification logs, performing customer outreach via call and email campaigns, attending events, making follow-up calls for completed service work, scheduling appointments, utilizing the G2 DMS, documenting customer needs, setting follow-up reminders, communicating customer feedback, sending thank you and birthday cards, communicating with customers during repairs, coordinating customer pick-up, and ensuring timely paperwork processing. The role also includes other duties as assigned.

Requirements

Demonstrate effective verbal and written communication skills.
Ability to use reporting tools.
Proficiency with G2 DMS.
Ability to document customer needs and communicate them effectively.
Ability to set and adhere to reminders for follow-ups.
Ability to communicate customer feedback.
Ability to coordinate customer pick-up.
Ability to ensure timely flow of paperwork.

Nice To Haves

Experience in the marine industry.
Experience with customer relationship management (CRM) systems.
Experience in administrative support roles.

Responsibilities

Greet customers and determine the appropriate team member to assist them.
Answer incoming calls professionally and return all customer calls prior to close of business.
Use reporting tools to identify and contact existing and prior customers.
Assist with departmental expenses and P-Card submissions.
Process and track Purchase Orders (POs).
Demonstrate effective verbal and written communication skills.
Maintain service personnel certification logs for departmental compliance.
Perform outreach to assigned customers, including new and used boat purchasers/FANS and current/former service customers.
Maintain daily contact and communication logs and share them with the Service Manager and Service Advisors.
Assist the Service Team in acquiring new service customers through call and email campaigns to leads from marketing events, boat shows, and fishing tournaments.
Attend events as required.
Make follow-up calls to customers who have recently had service work completed.
Schedule appointments for service drop-offs and mobile service.
Assist the Service Team by taking incoming calls during peak periods.
Utilize G2 DMS to identify prior service work, assigned Service Advisor, and dates of prior service.
Document all elements of F.O.R.M and notes regarding customer needs and communicate them to the appropriate Service Advisor.
Set and adhere to reminders for follow-ups when customers defer needed/requested service work.
Communicate customer feedback (positive and negative) to the Service Manager and Service Advisors.
Follow up to ensure any customer concerns have been addressed.
Send thank you cards to customers who have had service work completed.
Send birthday cards to customers who have had service work completed.
Communicate with the customer during repairs and coordinate customer pick-up on behalf of the Service Manager and Service Advisors.
Perform follow-up phone calls and emails for FANS.
Ensure prompt, detailed, and timely flow of all paperwork.
Perform other duties as assigned.