Service Writer

Boatswain's Locker, Inc.; Costa Mesa (CA); On-site; USD 34,440 - 38,572; Full time

Benefits offered by this job

Health care

Profit sharing

Equal employment opportunity

Job summary

Boatswain's Locker, Inc. is seeking a Service Writer Associate in Costa Mesa, CA. You will report to the Service Manager and handle customer service, service coordination, and warranty administration for marine engines and related equipment.

We offer a full benefits package and a path to growth in a family-owned, values-driven company serving boat builders, dealers and end-users across the region.

Qualifications

• Proficient computer skills including Microsoft Office and other software systems.
• Ability to manage priorities and acute attention to detail.
• Excellent English verbal and written communication.
• Understanding of marine mechanics and ability to identify appropriate repairs.
• Ability to explain complex vessel topics to customers.
• Ability to stand, walk, sit and lift up to 25 pounds.
• Demonstrated teamwork and collaboration in a fast-paced environment.
• Ability to multitask and provide exceptional customer experience.
• Strong customer service and interpersonal communication skills.

Responsibilities

• Provide excellent customer service from initial contact through vessel release and follow-up.
• Listen to customer concerns and relay repair plans to technicians.
• Review repairs with customers and provide estimates and pricing information.
• Coordinate with Parts Department and technicians to ensure parts availability.
• Provide timely updates to customers during the repair process and upon completion.
• Answer customer questions regarding services, repairs, and pricing.
• Maintain organized service and warranty records for compliance.
• Schedule appointments over the phone.
• Assist with warranty administration and submit warranty claims on time.
• Process warranty claims and product registrations for designated lines.
• Assist customers and dealers with product registrations and manufacturer support.
• Follow up on outstanding warranty claims and documentation as needed.
• Perform other service, administrative, and customer support duties.

Skills

Customer service

English communication

Attention to detail

Teamwork

Multitasking

Marine mechanics understanding

Explain technical topics

Physical ability (lift up to 25 pounds

Tools

Microsoft Office

Job description

Boatswain's Locker is a family-owned and industry-leading marine engine sales and service company. Since 1939, we have supplied and supported premier marine products to boat builders, dealers, and end-users of recreational, commercial, and government boats throughout Western North America, Hawaii, and Mexico. We are rapidly growing our business and building our future Team, a Team guided by our Core Values of reliability, ethics, excellence, teamwork, and hard work. If you are a like-minded go-getter with a record of success in sales and customer service, we welcome you to join our Team!

Service Writer Associate

In this role you will report directly to the Service Manager

Compensation: Range of compensation: $25 - $28 per hour depending on experience and skills.

Benefits: Full menu of Benefits, from Health Care to Profit Sharing

Major Duties and Responsibilities

• Provide excellent customer service from initial customer contact through to the release of vessel, and perform any additional follow-up
• Listen carefully to customer concerns, repair requests, and service needs, then relay accurate information to technicians to develop the appropriate repair plan
• Review recommended repairs with customers and provide estimates and pricing information
• Communicate with the Parts Department and technicians to ensure required parts and materials are available for scheduled repairs
• Provide timely updates to customers throughout the repair process and upon completion of work
• Answer customer questions regarding services performed, repair recommendations, and pricing
• Maintain organized customer service and warranty records to ensure accurate documentation and compliance with company and manufacturer requirements
• Schedule appointments over the phone
• Assist with manufacturer warranty administration by reviewing documentation and submitting warranty claims accurately and within required timelines
• Process manufacturer warranty claims and product registrations for designated product lines, communicating with manufacturers, technicians, customers, and dealers to obtain required information and ensure timely completion
• Assist customers and dealers with product registrations, warranty inquiries, and manufacturer support for engines, transmissions, and related equipment
• Follow up on outstanding warranty claims, claim corrections, manufacturer requests, and additional documentation as needed
• Perform other service, administrative, and customer support duties as assigned

Minimum Required Skills and Competencies

• Proficient computer skills including Microsoft Office and other software systems
• Ability to manage priorities, workflow and acute attention to detail
• Ability to communicate in English (verbal and written)
• Understanding of marine mechanics and the ability to identify appropriate repairs
• Ability to break down complicated vessel/marine topics for customer understanding
• Ability to stand, walk, sit, and lift-up to 25 pounds
• Demonstrated ability to work collaboratively in a team environment and accept constructive feedback
• Ability to multitask, work in high-stress settings and work closely with others to achieve excellent customer experience
• Strong customer service and interpersonal communication skills

Benefits

Full menu of Benefits, from Health Care to Paid Time Off to Profit Sharing

Boatswain's Locker provides equal employment opportunities (EEO) to all employees and applicants for employment.

Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.