Service Writer

Boater's World Marine Centers•Islamorada, FL

About The Position

The Service Writer at Boater’s World Marine Centers – Islamorada is a key player in delivering an exceptional marine ownership experience in one of the most iconic boating destinations in the country. This role is perfect for someone who thrives in a fast-paced, customer-focused environment and takes pride in building lasting relationships with boaters who live for the water. As a Service Writer, you’ll be the primary point of contact for customers needing service and parts—translating technical needs into clear solutions, setting expectations, and ensuring every customer feels confident, informed, and excited to return. In Islamorada, boating isn’t just a hobby—it’s a lifestyle—and this role puts you at the center of it. What You’ll Do Deliver a Stand-Out Customer Experience Create a welcoming, professional, and high-energy experience for every customer Build long-term relationships that drive repeat business and customer loyalty Assist customers across all departments when needed (Service, Parts, and Sales) Maintain a clean, organized, and professional workspace Identify opportunities to enhance the customer experience and communicate them to management Own the Service Process Accurately assess customer concerns by listening carefully, asking the right questions, and clarifying service needs Review maintenance history and service schedules to recommend appropriate repairs and preventative services Prepare accurate estimates for labor, parts, and materials Open, manage, and close repair orders (ROs) in Lightspeed, clearly documenting symptoms, diagnoses, and approved work Communicate proactively with customers regarding repair status, approvals, and timelines Perform thorough intake inspections to identify additional service opportunities and increase revenue Coordinate and manage sublet work orders as needed Ensure compliance with all Boater’s World Marine Centers policies and applicable state regulations Why This Role in Islamorada Stands Out Work in a world-class boating destination surrounded by the water every day Be part of a tight-knit, high-performing marine team Engage with passionate boaters who rely on expert guidance and service Build a long-term career in the marine industry with a growing organization

Requirements

Proven experience in a Service Writer, Service Advisor, or customer-facing service role
Marine industry experience strongly preferred; automotive or powersports service experience considered with transferable skills
Strong customer service and communication skills with the ability to build trust and long-term relationships
Comfortable explaining technical service needs in a clear, customer-friendly manner
Highly organized with strong attention to detail and follow-through
Ability to manage multiple repair orders and priorities in a fast-paced environment
Working knowledge of service workflows, repair orders, and estimating labor and parts
Experience with dealership management systems (Lightspeed experience a plus)
Proficient with computers and data entry
Ability to perform intake inspections and identify potential service and maintenance opportunities
Team-oriented mindset with the ability to assist across departments when need
Professional appearance and positive, customer-first attitude
Ability to work Saturdays and flexible hours as required by the business
Valid driver’s license and reliable transportation

Responsibilities

Create a welcoming, professional, and high-energy experience for every customer
Build long-term relationships that drive repeat business and customer loyalty
Assist customers across all departments when needed (Service, Parts, and Sales)
Maintain a clean, organized, and professional workspace
Identify opportunities to enhance the customer experience and communicate them to management
Accurately assess customer concerns by listening carefully, asking the right questions, and clarifying service needs
Review maintenance history and service schedules to recommend appropriate repairs and preventative services
Prepare accurate estimates for labor, parts, and materials
Open, manage, and close repair orders (ROs) in Lightspeed, clearly documenting symptoms, diagnoses, and approved work
Communicate proactively with customers regarding repair status, approvals, and timelines
Perform thorough intake inspections to identify additional service opportunities and increase revenue
Coordinate and manage sublet work orders as needed
Ensure compliance with all Boater’s World Marine Centers policies and applicable state regulations