Marine Service Advisor

The Boat House; Elk Horn (IA); On-site; USD 42,000 - 56,000; Full time

Job summary

The Boat House is seeking a dedicated Service Advisor to join our service department. The ideal candidate will have service writing experience, strong attention to detail, and a customer-focused mindset.

You will greet customers, assess their needs, and coordinate marine service activities with our dealer software tools. Daily duties include handling inquiries, scheduling repairs, and ensuring accurate repair orders.

Qualifications

• The candidate must have service writing experience and strong customer service orientation.
• Attention to detail and the ability to listen to customer needs are essential.
• Excellent phone and follow-up skills are required.
• Experience in a marine service department is preferred.

Responsibilities

• Communicate with customers professionally and courteously.
• Greet customers promptly and present yourself professionally.
• Know marine parts and dealer software used by the organization.
• Handle inquiries by phone and email in a timely manner.
• Sell service and maintenance to customers and arrange appointments.
• Refer to service records and advise on additional services as appropriate.
• Inspect boats and document repairs before work begins with customer involvement when possible.
• Obtain customer approval for costs, delivery times, payment methods, and warranties.
• Follow up with customers about satisfaction 48 hours after delivery.
• Refer leads to Sales as needed and maintain positive interdepartmental relations.

Skills

Service writing

Attention to detail

Active listening

Customer service

Phone and follow-up skills

Team player

Tools

Dealer management software

Job description

Are you a team player?

Do you LOVE the water?

Do you want to make a difference with the customers you serve, helping them make memories to last a lifetime with their family?

The Boat House of Lauderdale Lakes is expanding their service department again and looking for an A-Player Service Advisor to join our team of energetic, fun, customer-focused individuals! The Boat House Group has multiple accolades, in addition to being a Top 100 dealer in the industry.

The ideal candidate will have the following necessary qualities:

• Service Writing experience.
• Attention to detail.
• Ability to listen intently to the customer's needs and interpret a variety of communication styles.
• Dedication to excellent customer service
• Great phone and follow up skills.

The candidate who I really want to meet will also:

• Have previous Marine Industry related Service Advisor experience.
• Understands the ins and outs of working in a service department and the importance of timing when customers are unable to enjoy the water when their boat is inoperable; and
• Consistently show a positive attitude and be a genuine team player.

Our team player Service Advisor will have the following essential functions:

• Communicate with customers professionally and with courtesy.
• Greet customer promptly and courteously and present yourself in a professional manner.
• Working knowledge of marine parts and components and ability to master dealer management software selected by organization.
• Handle telephone inquiries quickly and courteously.
• Sell service and maintenance to customers in person, by telephone and electronically as best suits the customer.
• Work with clients to provide appointments that support business needs and customer convenience.
• Refer to service records and recommend additional necessary service and maintenance as suggested by manufacturer and company procedure.
• Inspect every boat and motor prior to the start of repair / maintenance work (with the customer when possible) and note repair order accurately.
• Complete repair / maintenance order paperwork completely and accurately at all times.
• Secure customer approval prior to starting work to include cost estimate, delivery time, method of payment, any warranty materials, and estimated completion date.
• File for all warranty pre-authorizations in accordance with the manufacturer guidelines.
• Upon notification that additional work may be needed, contact customers immediately to inform and gain understanding of the additional scope of work.
• Follow-up with each customer 48 hours after delivery to verify customer satisfaction.
• Follow Complaint Handling Procedure to support upset customers. Reach resolution, when possible, that is satisfactory to the customer while protecting the company's interests.
• Refer potential sales leads to the Sales Department for customer support.
• Establish and maintain a positive working environment with employees in all departments within the company and vendors.
• Maintain a courteous and professional working relationship with all members of the organization.
• Process all paperwork on a timely basis and with accuracy.
• Follow all safety policies and procedures, keeping work areas within your control clean and organized to lessen safety concerns.
• Attend all assigned meetings and complete all assigned training.
• Follow all company policies and procedures.

Other duties as assigned.

The Boat House is an Equal Opportunity Employer (EOE). All candidates will be considered without regard to any protected class. The Boat House also participates in the Federal E-Verify program for all employees.