Service Specialist - Full Time

Bass Pro Shops•Hampton, VA

1d•Onsite

About The Position

The Service Specialist assists in all aspects of Service Department operations including unit inventory procedures, pre-delivery inspection (PDI) and delivery orientation. This position may also assist customers requiring service or warranty repairs for their boat, motor, trailer or ATV/UTV and at times assist with the sale of parts and accessories. The role supports a strong commitment to world-class customer service to ensure a pleasant and productive shopping experience for all customers. The Service Specialist greets all new unit delivery, service, warranty and parts customers in a friendly, prompt and efficient manner and answers service, warranty and parts questions over the phone and in person. They assist the Receiving Department with the unloading, inspection and VIN verification of new units being delivered to the dealership by the manufacturer, affixing bar code labels to units received and updating lot location in IDS. The role maintains unit inventory status communication in IDS and assists with physical inventories, and prints the daily unit delivery schedule to prepare for upcoming orientations. The Service Specialist conducts the final PDI and inspects detailing of all units scheduled to deliver, reporting any issues with unit condition to the Service Manager and providing VIN verification to the BA. They confirm correct rigging and accessory mounting instructions against the work order, prepare the Owner’s Delivery Packet and delivery documents in advance of time for pick-up, and explain unit and accessory operation, break in and maintenance procedures to the customer. The role assists service customers with documentation of concerns on the TMBC Repair Order, and assists the Service Manager with the creation of related IDS work order and with keeping customers informed of estimates for needed repairs and progress toward their completion. They assist Marine GSM and senior management with the scheduling of work to be performed in the department, and remain up-to-date on product warranty policies and procedures. The Service Specialist assists with warranty repair authorization and related IDS work order creation, the receiving and sale of parts within the IDS dealer management system, and accepting parts and work order payments, compiling daily batch report and till reconciliation. They assist Management and BA to ensure no unit is released until payment is received in full and maintain a clean and professional work area. All other duties as assigned.

Requirements

High School education or equivalent experience.
Must be at least 21 years old to qualify for this position.
Ability to complete simple math calculations
Ability to communicate in a friendly and professional manner with customers, vendors and fellow associates
Ability to establish and maintain effective working relationships with customers, management and co-workers
Ability to perform various functions within Dealership Management data entry system

Responsibilities

Supports a strong commitment to world class customer service to ensure a pleasant and productive shopping experience for all customers.
Greets all new unit delivery, service, warranty and parts customers in a friendly, prompt and efficient manner.
Answers service, warranty and parts questions over the phone and in person.
Assists Receiving Department with the unloading, inspection and VIN verification of new units being delivered to the dealership by the manufacturer.
Affixes bar code labels to units received and updates lot location in IDS.
Maintains unit inventory status communication in IDS and assists with physical inventories.
Prints daily unit delivery schedule to prepare for upcoming orientations.
Conducts final PDI and inspects detailing of all units scheduled to deliver and reports any issues with unit condition to Service Manager and provides VIN verification to the BA.
Confirms correct rigging and accessory mounting instructions against the work order.
Prepares Owner’s Delivery Packet and delivery documents in advance of time for pick-up.
Explains unit and accessory operation, break in and maintenance procedures to customer.
Assists service customers with documentation of concerns on the TMBC Repair Order.
Assists Service Manager with the creation of related IDS work order and with keeping customers informed of estimates for needed repairs and progress toward their completion.
Assists Marine GSM and senior management with the scheduling of work to be performed in the department.
Remains up-to-date on product warranty policies and procedures.
Assists with warranty repair authorization and related IDS work order creation, the receiving and sale of parts within the IDS dealer management system and the accepting parts and work order payments, compiling daily batch report and till reconciliation.
Assists Management and BA to ensure no unit is released until payment is received in full.
Maintains a clean and professional work area.