Service Coordinator

MarineMax; Pensacola (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

MarineMax in Pensacola, FL is seeking a Service Coordinator to support the Service Manager, Advisors, and customers by coordinating follow-ups, scheduling, and ensuring smooth communication throughout the service process.

You will greet customers, route inquiries to the right team, track service work, and maintain documentation and logs. This role emphasizes proactive outreach, accurate paperwork, and timely updates to customers and service staff to drive high levels of customer satisfaction.

Responsibilities

• Greet customers and determine appropriate team members to assist them.
• Answer incoming calls in a professional manner and ensure callbacks are completed before close of business.
• Use reporting tools to identify and contact existing and prior MarineMax customers.
• Assist with departmental expenses and P-Card submissions.
• Process and track PO's.
• Maintain service personnel certification logs to ensure compliance.
• Perform outreach to customers assigned by Service Manager, including new/used boat purchasers and current/former service customers.
• Maintain daily contact and communication logs and share with Service Manager and Service Advisors.
• Assist Service Team with new service customer acquisition via calls and emails from marketing events and boat shows.
• Make follow-up calls to customers after service work is completed.
• Schedule appointments for service drop-offs and mobile service.
• Assist Service Team by answering calls during peak periods.
• Utilize G2 DMS to identify prior service work and dates.
• Document all elements of F.O.R.M and communicate customer needs to the appropriate Service Advisor.
• Set reminders for additional follow-ups when customers defer service.
• Communicate customer feedback to Service Manager and Advisors and follow up on concerns.
• Coordinate customer communication during repairs and pickup.
• Follow up on FANS services via calls and emails.
• Provide prompt, detailed, and timely flow of all paperwork.
• Other duties as assigned

Job description

OVERVIEW:

The Service Coordinator is responsible for providing support to the Service Manager, Service Advisors and Customers through follow-up and providing feedback, scheduling, and elevating the flow of communication with service customers.

KEY RESPONSIBILITIES:

• Greet customers and determine appropriate team members to assist them.
• Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day.
• Use reporting tools to identify and contact existing and prior MarineMax customers
• Assist with departmental expenses and P-Card submissions
• Process and track PO's
• Demonstrate effective verbal and written communication skills
• Maintain service personnel certification logs to ensure departmental compliance
• Perform outreach to customers assigned by Service Manager, to include new and used boat purchasers/FANS and current and former service customers.
• Maintain contact and communication logs daily and share with Service Manager and appropriate Service Advisors
• Assist Service Team in acquiring new service customers by conducting call and email campaigns to leads obtained through marketing events, boat shows, fishing tournaments, etc. Attend such events as required.
• Make follow-up calls to customers who have just had service work completed.
• Schedule appointments for service drop-offs and mobile service
• Assist Service Team by taking incoming calls during peak periods
• Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service
• Document all elements of F.O.R.M and notes around customer needs that can be obtained and communicate to the appropriate Service Advisor
• Set and adhere to reminders for additional follow-ups when customers defer needed/requested service work to a later date.
• Communicate customer feedback, positive and negative, to Service Manager and Service Advisors. Follow up to ensure any concerns have been addressed.
• Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
• Perform follow-up phone calls and e-mails for FANS
• Provide prompt, detailed and timely flow of all paperwork.
• Other Duties as assigned

PHYSICAL REQUIREMENTS:

• Posture & Mobility: Sitting for up to 7 to 8 hours daily, with occasional standing, walking around the office, or navigating stairs.
• Dexterity: Continuous use of hands and fingers for typing, writing, and using office equipment (e.g., handling papers, binders, and controls).
• Lifting & Carrying: Occasional lifting or carrying of 10 to 20 pounds. Tasks typically involve moving boxes of copy paper, supplies, or files.
• Reaching & Bending: Periodic bending, crouching, or kneeling to retrieve or file documents from low drawers or top shelves
• Vision: Close vision, color vision, and ability to adjust focus to read documents and view computer screens.
• Communication: Clear speaking voice to converse in person and over the telephone, alongside good hearing to take messages and assist team members and customers

KEY RESULTS:

• Customer satisfaction and enthusiasm/FANS
• Timely & accurate completion of paperwork
• Positive working relationships with fellow team members, customer and vendors