Service Advisor/Writer

Idaho Water Sports; McCall (ID); Sur place; USD 40 000 - 60 000; Plein temps

Résumé du poste

Idaho Water Sports is seeking a Service Advisor to join our marine dealership in McCall, ID. This role acts as the main liaison between customers and service technicians, handling estimates, scheduling, parts orders, and progress updates throughout repairs.

The ideal candidate excels in a busy environment, communicates effectively, and is dedicated to delivering outstanding customer experiences. Previous service writing or marine industry exposure is a plus.

Qualifications

• Strong attention to detail and organizational skills.
• Excellent customer service and communication abilities.
• Comfortable working with computers, dealership software, email, and multi-line phone systems.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving skills and ability to remain calm under pressure.
• Ability to work independently as well as part of a team.

Responsabilités

• Greet customers and provide exceptional customer service throughout the repair process.
• Listen to customer concerns and accurately document service requests.
• Create estimates and repair quotes based on technician recommendations.
• Sell recommended repairs and obtain customer approval before work begins.
• Open, manage, and close repair work orders accurately.
• Schedule service appointments and maintain the daily shop schedule.
• Coordinate workflow between customers, technicians, and management to maximize shop efficiency.
• Order parts needed for repairs and monitor parts availability.
• Follow up with vendors regarding special orders and backordered parts.
• Keep customers informed of repair status, delays, and estimated completion times.
• Review completed repairs with customers and explain work performed.
• Ensure all labor, parts, shop supplies, and outside services are properly documented and billed.
• Process warranty claims and manufacturer documentation as needed.
• Maintain accurate customer records and service history.
• Assist with answering phones and directing calls.
• Help maintain a clean, organized, and professional service department.
• Work closely with other departments to provide a positive overall customer experience.

Connaissances

Attention to detail

Customer service

Communication

Multi-tasking

Problem solving

Teamwork

Professional appearance

Driver's license

Outils

Dealership software

CRM systems

Email clients

Multi-line phones

Description du poste

Position Summary

We are looking for a motivated, organized, and customer-focused Service Advisor to join our fast-paced marine dealership. This position serves as the main point of contact between our customers and service technicians. The Service Advisor is responsible for creating estimates, scheduling repairs, ordering parts, communicating with customers throughout the repair process, and ensuring work orders are completed accurately and efficiently.

The ideal candidate enjoys working in a busy environment, has excellent communication skills, and is committed to providing an outstanding customer experience.

Essential Duties & Responsibilities

• Greet customers and provide exceptional customer service throughout the repair process.
• Listen to customer concerns and accurately document service requests.
• Create estimates and repair quotes based on technician recommendations.
• Sell recommended repairs and obtain customer approval before work begins.
• Open, manage, and close repair work orders accurately.
• Schedule service appointments and maintain the daily shop schedule.
• Coordinate workflow between customers, technicians, and management to maximize shop efficiency.
• Order parts needed for repairs and monitor parts availability.
• Follow up with vendors regarding special orders and backordered parts.
• Keep customers informed of repair status, delays, and estimated completion times.
• Review completed repairs with customers and explain work performed.
• Ensure all labor, parts, shop supplies, and outside services are properly documented and billed.
• Process warranty claims and manufacturer documentation as needed.
• Maintain accurate customer records and service history.
• Assist with answering phones and directing calls.
• Help maintain a clean, organized, and professional service department.
• Work closely with other departments to provide a positive overall customer experience.
• Follow all company policies and safety procedures.
• Perform other duties as assigned.

Qualifications

• Strong attention to detail and organizational skills.
• Excellent customer service and communication abilities.
• Comfortable working with computers, dealership software, email, and multi-line phone systems.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving skills and ability to remain calm under pressure.
• Ability to work independently as well as part of a team.
• Professional appearance and positive attitude.
• Valid driver's license with an acceptable driving record preferred.

Preferred Experience

• Service writing experience.
• Marine, powersports, automotive, RV, or heavy equipment service experience.
• Parts ordering and inventory experience.
• Technician or mechanical background.
• Experience with dealership management software is a plus.

Physical Requirements

• Ability to sit, stand, and walk throughout the workday.
• Occasionally lift up to 50 pounds.
• Ability to work in both office and shop environments.
• Frequent use of computers, phones, and office equipment.

Work Schedule

• Full-time position.
• During peak boating season, employees should expect to work approximately 40-50 hours per week.
• Rotating Saturdays are required during the busy season.
• Additional hours may be required during peak business periods.

What We're Looking For

We're looking for someone who enjoys helping customers, thrives in a fast-paced environment, communicates well with both customers and technicians, and takes pride in keeping work organized and accurate. Success in this role comes from balancing customer service with strong organizational skills while helping keep the service department running efficiently.