Service Coordinator

TPG Marinas•Noank, CT

3d•Onsite

About The Position

The Service Coordinator serves as the operational backbone of the service department, handling job scheduling, customer communications, work order management, billing, and coordination with technicians and the parts department. This role ensures that the service work is executed efficiently, accurately billed, and delivers a positive customer service experience. TPG Marinas is a nationwide owner and operator of marina businesses and other waterfront real estate. We have evolved our approach to marina management through over 30 years in the hotel and hospitality industry. Whether we are an investor, owner or third-party operator, TPG Marinas is committed to bringing success to capital partners as entrusted stewards of marina business and waterfront real estate assets. Spicer's Marina and Noank Shipyard are neighboring marinas in Noank, CT.

Requirements

High school diploma, associate degree or equivalent preferred.
2-3 years' relevant experience preferred.
Proficient in Microsoft Office, CMS software a plus.
General knowledge of AR and WIP processes
Ability to work on-site at Noank Shipyard and Spicer's Marina in Noank, CT.
Able to sit for extended periods and occasionally walk between locations on-site.
All candidates must be ready, willing, and able to work a fully flexible work schedule that may include days, nights, weekends and holidays to meet the fluctuating business demands.

Responsibilities

Serving as the primary point of contact with ccustomers seeking service.
Interact with and listen to their questions and concerns.
Be able to provide timely responses.
Provide excellent customer service and treat all clients, internal and external with dignity and respect.
Advises customers about necessary service for routine maintenance.
Determine all maintenance needs, accurately document customer service requests, schedule service and ensure clear expectations.
Create, track and close work orders in the marina's service software
Assigning jobs to technicians in coordination with the Regional Service Manager.
Ensure labor hours, parts used, and service notes are properly entered.
Monitor the WIP to ensure aging jobs are progressing toward completion and provid timely updates on work orders.
Schedule and confirm appointments with customers.
Perform and/or manage quality control procedures
Greet and respond to member questions and needs via phone, email and in person in a courteous and friendly manner, fluent in-service needs/troubleshooting.
Maintain pleasant aesthetic of reception/workspace.
Follow and promote a safe working environment.
Checks on progress of repair throughout the day.
Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
Coordinate with Service Manager to ensure that the financial obligations of customer accounts department are met.
Basic Accounting Knowledge, understanding of accounting and electronic payment systems is beneficial.
Service writers often handle cost estimates, invoices, and warranty information is a plus.
Manage daily and weekly technician schedules, lift and yard activity required for haul-outs or launches and monitor and adjust workloads based on availability and skillset.
Ensure that work orders are completed correctly and timely, generate invoices and work with accounting to support AR collection efforts, flagging billing discrepancies and facilitating resolutions.
Maintain accurate records in service software, running reports as needed to support tracking, WIP management and AR aging
Assist in parts ordering and coordination when needed
Follow TPG Safety and Environmental rules, willingness to take training.
Wear proper personal protective equipment (may include safety glasses, gloves, life jackets and/or hard hats) as required for the task or work area.
Report all accidents, injuries, spills and near misses immediately.
Any other duties as assigned by TPG Marinas and the direct Manager.