Job Title: Service Advisor/Customer Service Professional
Note: must have ‘enough’ boating experience and working level of technical knowledge of boats and engines to perform this job.
Overview: The Service Advisor is the key customer service representative for the Service Department. In eyes of your customers, you ARE the Company. The Service Advisor “owns” each customer’s work request from opening thru closing, and follow-up to ensure satisfaction. The Service Process and delivering excellent customer service depends upon The Service Advisor effectively and continuously communicating with customers, employees, and Dept managers. The Service Advisor is the essential conduit for relaying information necessary to enable completion of our commonly complex, multi-faceted, multiple-required-service providers- work requests. Being organized and being able to anticipate/understand individual customer needs, while offering prompt, same-day follow up/ communications with your customers while continuously updating your Service and Parts/Store team as to status and needs of work to be performed are among key responsibilities. Your successes and the quality of your work life in this role correlates highly with the quality of your communications.
Accountable To: Service Director, Acting or assistant Service Director, and General Manager.
Potential Advancement or Alternative Position: Service Team Director; Acting Service Team Director; Service Tech; other open positions the Company
Preferred Candidate:
Enjoys being an integral part of a team.
Has excellent organizational skills.
Warmly supports: “The Customer is Always Right” ( with rare exception!)
Genuinely embraces: “The quality of your life is the quality of your communications”.
Recognizes that your ability to communicate promptly and effectively with customers and co-workers correlates very highly with your success as Service Advisor.
Must genuinely CARE about pleasing our customers and possess a natural desire to satisfy our customers, current and prospective. You are Perpetually motivated to make our customers happy!
Always exhibit exemplary manners, has excellent ‘people skills’ and proactively works to anticipate ways to better serve customers and your co-workers.
Is a patient, empathetic listener capable of discerning the reason(s) behind customer requests - often requires “reading between the lines” to identify subtleties in customer communications.
Handles well the demands & pressures during Peak demand seasons. Summer is short, so your sense of urgency to perform at the high levels is essential to meet customer expectations.
Will be an experienced boater who also possesses at least basic technical knowledge about boats, engines, and vessel systems. You will be able to converse knowledgeably about boats/engines and be able to perform “walk-around” inspections identifying visible problems while suggesting required or recommended service to allow the boat to be maintained in safe, seaworthy condition. We will help you fill gaps in this area.
Is reliable, honest, and trustworthy, projecting energy, genuine friendliness, and enthusiasm. For each customer, you are “their trusted partner and friend in the boat business.”
Will have solid working knowledge of MS Word, Outlook, & Excel and excellent aptitude to quickly become proficient on our CDK/Lightspeed dealer management software, plus Mercury/Yamaha/Suzuki sites as well.
Be willing to participate in or attend Company paid training as requested.
Have valid Auto Driver’s license. DUI/DWI does not disqualify but must be disclosed.
Have CT Safe Boating Certificate or be willing to take the 1-day class to obtain one.
Responsibilities: To “own” each of your customers throughout the Service process, from workorder origination thru departure of vessel:
To understand customer needs to enable you to write up service requests accurately with enough detail to enable techs to perform requested work efficiently.
A great customer experience begins with the service advisor, so an excellent first impression and exemplary responsiveness during each customer interaction is required.
To ensure all customer contact, payment, and boat information is entered to system, including boat and engine(s) model and serial number information. This is critical to enable us to obtain correct parts and prepare accurate estimates.
Answer incoming calls, greet walk-in customers.
Return phone messages, text messages, and emails promptly and at the very latest, always before going home for the day.
To minimize if not eliminate clients perceived need to call YOU to obtain work-status. Communicate proactively with clients regarding work progress/status. When customers trust that you will initiate communications, most will stop calling to simply check status.
Ensuring work is approved by written authorization.
Must accurately document and retain all communications with customers. Best to document and retain all comms, by email ideally.
Be thorough in explaining estimates and repair options, describing work and suggesting recommended service and parts, and prepare estimates for same. Seek co-worker assistance for any information you are not sure of.
Creating and then continuously updating and updating work order details.
On a continuous and daily basis, perform work status and invoice reviews for accuracy and completeness prior to work order closure.
Notify clients when work is complete.
When applicable, remind client of our Pickup policies and record client promised pickup date, and enforce company policy to Insure boats owned by ‘your’ clients that are not staying at Rex depart within time allowed by company policy. Both land and water space are very limited. Discuss /arrange delivery options as necessary for policy compliance.
Present invoices to customers when work is complete. Invoices must be ready to allow payment prior to client pickup when boat not staying at Rex.
For warranty requests, obtain client warranty authorizations per warranty document and only perform Factory authorized warranty operations.
Be thorough and accurate responding to customers when questions arise regarding work performed and with invoices.
Integral role in day-to-day operations including scheduling, work distribution, and parts procurement for technicians and other members of Service team as requested.
Present, Receive and communicate with co-workers updates on job progress/status, including those involving Service Manager, technicians, boat handling crew, Store & Parts department, vendors, etc.
Perform Quality Control checks when requested to verify work has been completed as promised and to highest standards prior to customer pickup, delivery, or first post-repair use by customer. May include boat operations for Water Tests/Sea Trials as your boating experience allows.
To always present a well-groomed, professional appearance.
Operate company vehicle occasionally for various Company needs.
Hours:
January through approx. December 20th: Monday-Friday, 7:45 through 4:45;
Up to 16 Saturdays 8:00 – 12:30, annually, dates as requested, on rotating basis with co-workers. (April –Through November).
In-Season, must be willing to work additional hours, to allow time to meet work obligations, as requested by Service Director.
May request, or be required, to take off a day or half day during the week should manager deem appropriate when Saturday shift is required.
Office is closed for up to two weeks starting 3rd week of December. Eligible for CT unemployment compensation, and/or vacation/unused personal time.
Compensation:
During probationary period: Hourly compensation: $XX/hr. T/B/D., with overtime rate if more than 40 hours per week worked.
Weekly salary eligible upon completion of 90 day intro period.
Incentive compensation, inquire for details
Performance & Salary review will be conducted after 90 day probationary period.
Benefits include:
o Medical& Dental insurance Benefit with modest employee contribution. Dependent coverage at additional cost.
o 401(k) plan with employer matching-inquire for details.
o Paid sick/personal days per company handbook
o 6 paid holidays
o Paid vacation days.
Information Verification and pre-employment screening: Candidate entering final stage of hiring process will be required to complete a brief Online “ TTI Success Insights” Customer Service evaluation. Candidate entering final stage of hiring process explicitly authorize Company to retain services of an employment screening service. Among information to be reported shall include a criminal record search, SSN verification, prior employer & education verification. Expect provided reference to be contacted-if anything potentially objectionable may turn up, please discuss it now. Please notify us ASAP if you prefer to withdraw your application prior to our conducting this background check.
