Service Coordinator

MarineMax; Pompano Beach (FL); On-site; USD 40,000 - 55,000; Full time

Job summary

MarineMax in Pompano Beach, FL is seeking a Service Coordinator/Administrator to support the Service Manager, Advisors and customers through scheduling, follow-up, and timely communication during the service process.

You will maintain logs, coordinate appointments for service drop-offs and mobile service, and assist with customer outreach at events to grow service business.

Qualifications

• Experience in customer-facing roles.
• Strong written and verbal communication.
• Ability to manage multiple tasks and priorities.

Responsibilities

• Greet customers and direct to the appropriate team member.
• Answer and return calls before close of business.
• Use reporting tools to identify and contact customers.
• Maintain daily communication logs and share updates with the Service Manager and Advisors.
• Schedule service drop-offs and mobile service appointments.
• Coordinate customer feedback with the Service Manager and Advisors.

Skills

Customer service

Scheduling

Communication

Follow-up

Phone etiquette

CRM systems

Tools

G2 DMS

Job description

The Service Coordinator/Administrator 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 TASKS

• Greet customers enthusiastically and determine appropriate team member to assist them.
• Answer incoming calls in a professional manner and return all customer calls prior to close of business each day.
• Use reporting tools to identify and contact existing and prior MarineMax customers
• Demonstrate effective verbal and written communication skills
• Perform outreach to customers assigned by Service Manager
• 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
• Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service
• Set reminders for additional follow-up when customers defer needed/requested service work to a later date.
• Communicate customer feedback, positive and negative, to Service Manager and Service Advisors on a daily basis. Follow up to ensure all concerns have been addressed
• Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
• Provide prompt, detailed and timely flow of all paperwork.
• Other Duties as assigned

KEY RESULT AREAS

• Internal/external customer satisfaction/FANS
• Timely and accurate completion of work
• Professional representation of MarineMax
• Positive working relationship with fellow team members, customers and vendors
• MarineMax and its subsidiaries uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities