Internal Service Advisor

OneWater Marine; Buford (GA); On-site; USD 42,000 - 63,000; Full time

Job summary

OneWater Marine is seeking an Internal Service Advisor to support the service department by coordinating internal communications, facilitating service requests, and ensuring accurate documentation. You will work with service technicians, parts departments, and cross-functional teams to streamline service processes and improve efficiency.

Ideal candidates have strong interpersonal skills, a knack for building customer relationships, and experience in service scheduling.

Qualifications

• High school diploma or equivalent (required).
• Minimum of 2-3 years of experience in a customer service or service advisor role, preferably in the automotive, marine, or related industries preferred
• Experience working in a service department (marine service experience is a strong advantage)
• Knowledge of marine equipment, boats, engines, and parts (strongly preferred)
• Familiarity with basic marine maintenance and repair terminology

Responsibilities

• Schedules service work and processes retail, warranty and internal repairs orders efficiently.
• Manages technician’s workflow and schedules assigned repair orders.
• Writes detailed customer concerns and adds required work using 'Complaint, Cause & Correction' with timely estimates.
• Collaborates with the service manager to improve internal processes, workflow, and operational efficiency.
• Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty.
• Resolves customer complaints or concerns promptly to improve service.
• Obtains warranty or service contract approvals promptly.
• Communicates with customers about status and completion of repairs.
• Performs quality control checks on finished boats for repairs and cleanliness

Skills

Interpersonal skills

Customer relationships

Service scheduling

Task prioritization

Documentation accuracy

Workflow management

Education

High school diploma or equivalent

Job description

Position Summary

As an Internal Service Advisor at OneWater Marine, you will play a critical role in supporting our service department operations by assisting with internal communication, facilitating service requests, ensuring proper documentation, and collaborating with service technicians, parts departments, and other teams to streamline service processes. This role is focused on ensuring smooth operations and efficient service delivery, both internally and externally.

As an Internal Service Advisor at OneWater Marine, you will play a critical role in supporting our service department operations by assisting with internal communication, facilitating service requests, ensuring proper documentation, and collaborating with service technicians, parts departments, and other teams to streamline service processes. This role is focused on ensuring smooth operations and efficient service delivery, both internally and externally.

Essential Duties And Responsibilities

Duties (Most Important to Least Important)

• Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner.
• Manages technician’s workflow and schedules assigned repair orders appropriately.
• Performs detailed write-up of customers concerns and incorporate required work utilizing “Complaint, Cause & Correction” on each repair order and provide timely estimates for customer approval.
• Collaborate with the service manager to improve internal processes, workflow, and operational efficiency.
• Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation.
• Resolves customer complaints or concerns in a timely manner and always looks for ways to better serve our customers.
• Obtains warranty or service contract approvals in a timely manner.
• Effectively communicates with customers on a timely basis, keeping the customer proactively informed of the status and completion of their repairs.
• Performs quality control checks on finished boats, assuring completion of repairs & cleanliness.

Skills

• Excellent interpersonal and communication skills
• Ability to build and maintain customer relationships
• Ability to manage service schedules and appointments
• Ability to prioritize tasks in a fast-paced environment
• Detail-oriented with accurate documentation and reporting
• Efficient in managing workflow and ensuring customer expectations are met

Qualifications / Requirements

• High school diploma or equivalent (required)
• Minimum of 2-3 years of experience in a customer service or service advisor role, preferably in the automotive, marine, or related industries preferred
• Experience working in a service department (marine service experience is a strong advantage)
• Knowledge of marine equipment, boats, engines, and parts (strongly preferred)
• Familiarity with basic marine maintenance and repair terminology

PHYSICAL DEMANDS

Use the table / checklist below to indicate what is required of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Using the rating scale below, indicate how often the following physical activities and environmental conditions are required/present in performing the Essential Job Responsibilities.

C=Constantly

F=Frequently

O=Occasionally

R=Rarely

(5-8 hrs. /shift)

(2-5 hrs. /sift)

(Up to 2 hrs. /shift)

(Not regular part of job)

Physical Activities

Remaining in a stationary position, often standing or sitting for prolonged periods

Repeating motions that may include the wrists, hands and/or fingers

Moving about to accomplish tasks or moving from one worksite to another

Operating motor vehicle

Communicating with others to exchange information

Assessing the accuracy, neatness and thoroughness of the work assigned

Hearing

Talking

Seeing

Eye/Hand/Foot Coordination

WORK ENVIRONMENT

Use the table / checklist below to indicate the environmental conditions and physical demands of the position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

How would you best describe the environmental demands for this position? (Check only one)

Environmental Conditions

No adverse environmental conditions expected

Poor ventilation

Hazardous conditions

Small and/or enclosed spaces

Noisy environments

Physical Demands

Sedentary work that primarily involves sitting/standing

Light work that includes moving objects up to 20 pounds

Medium work that includes moving objects up to 50 pounds

Heavy work that includes moving objects up to 100 pounds or more

This position operates exclusively in an indoor office environment with controlled temperatures. (Y/N)

Equal Opportunity Employer Statement

OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.