Service Coordinator: Customer Care & Operations

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

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.