Service Coordinator

MarineMax•Pensacola, FL

47d

About The Position

The Service Coordinator/Administrator is responsible for providing support to the Service Manager, Service Advisors and Customers through follow-up and providing feedback, scheduling, and elevating the flow of communication with service customers.

Responsibilities

Greet customers enthusiastically and determine appropriate team member to assist them.
Answer incoming calls in a professional manner and return all customer calls prior to close of business each day.
Use reporting tools to identify and contact existing and prior MarineMax customers
Demonstrate effective verbal and written communication skills
Perform outreach to customers assigned by Service Manager
Maintain contact and communication logs daily and share with Service Manager and appropriate Service Advisors
Assist Service Team in acquiring new service customers by conducting call and email campaigns to leads obtained through marketing events, boat shows, fishing tournaments, etc. Attend such events as required.
Make follow-up calls to customers who have just had service work completed.
Schedule appointments for service drop-offs and mobile service
Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service
Set reminders for additional follow-up when customers defer needed/requested service work to a later date.
Communicate customer feedback, positive and negative, to Service Manager and Service Advisors on a daily basis. Follow up to ensure all concerns have been addressed
Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
Provide prompt, detailed and timely flow of all paperwork.
Other Duties as assigned