Service Advisor

OneWater Marine; Fort Myers (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

OneWater Marine in Fort Myers, FL, is hiring Service Advisors committed to providing exceptional customer service. You will be responsible for managing service schedules, resolving customer issues, and ensuring quality control in repairs.

The ideal candidate should have a high school diploma and 2-3 years of customer service experience, preferably in the marine industry. Knowledge of marine equipment is highly desirable. If you delight customers and work efficiently, we'd love to hear from you.

Qualifications

• 2-3 years of experience in customer service or service advisor role.
• Experience in marine service is a strong advantage.
• Knowledge of boats and engines preferred.

Responsibilities

• Schedule service work and process service orders efficiently.
• Manage technician workflow and schedule repairs.
• Build and maintain customer relationships for loyalty.
• Resolve customer complaints in a timely manner.
• Perform quality control checks on finished boats.

Skills

Interpersonal skills

Communication skills

Customer relationship management

Task prioritization

Detail-oriented documentation

Workflow management

Education

High school diploma or equivalent

Tools

Marine equipment knowledge

Basic marine repair terminology

Job description

Position Summary

Service Advisors are responsible for providing excellent customer service experience at their OneWater store. They are passionate about delighting customers and achieving or exceeding the customers’ expectations through timely service, done in a profitable and efficient manner.

Essential Duties And Responsibilities

• Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner.
• Maintains repair records for use in supervision or control.
• 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.
• 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, increase referrals and enhance dealer reputation.
• Helps to maintain the flow and distribution of supplies and parts; assists in determining the type of materials, supplies, machinery, equipment or tools to be used or parts to be bought, stocked, and sold.
• 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 and cleanliness.
• Participates in the appraisal of technician productivity and efficiency for the purpose of recommending promotions or other changes in status; assists in interviewing, selecting, and training of technicians.
• Monitors and implements legal compliance measures.

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
• 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 and Work Environment

• This position operates exclusively in an indoor office environment with controlled temperatures.
• Physical demands include lifting up to 100 pounds and standing for extended periods as part of the job requirements.

EEO Statement

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