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The Service Writer/Advisor oversees the service process on customers boats and motors in the service department. He/she must promote high customer satisfaction standards and strive to achieve dealership objectives while working to ensure the service department consistently contributes to dealership profitability. ln the Advisor rose, he/she is responsible for intake, scheduling, reporting, billing and collecting on work.
Job Duties/Responsibilities:
Customer Satisfaction- Ensure consistently high level of customer service by fostering and modeling a positive customer service culture. Proactively communicate with customers regularly about service-related issues, to minimize need for customers to call for status reports. Establish and maintain customer records and follow up system. Resolve customer complaints and build a loyal clientele for the dealership. Responsible for continuous improvement in CSI scores. Must be articulate, and must have the ability to deal with stressful situations in a fast-paced environment. Must be able to listen to and record customer complaints to ensure accurate work orders and descriptions of problems.
lnterdepartmental Relations- Establish and maintain effective relationships with other departments; prepare for and participate in meetings as needed. Communicate with General Manager on schedule, and any other matters requiring attention. Must have a strong ability to work well with other team members in service, parts, and sales departments.
Administrative- Maintain awareness of warranty issues and ensure prompt claim reporting, documenting and recovery of dealership expenses. Establish customer appointment and work schedule systems. Be prepared to meet new buyers and introduce them to our service/maintenance process. Organizational skills are a must and excellent communication skills are essential (by phone, by email, with other departments, and of course, face to face with customers).
Housekeeping/Safety- lnitiate housekeeping, safety and security procedures that result in a safe and attractive working environment. Maintain attractlve shop and service reception areas that minimize clutter and will create a positive reaction from customers.
Sales- Must work side by side with Service Manager to develop accurate work orders in a timely manner, assign work to technicians, monitor progress, report progress to customers, provide projected dates of completion and finally, review completed work orders with customers to ensure their complete understanding of work performed. Payment must be collected promptly.
Professional Appearance- As a "front of the house" employee, proper company attire is required at all times, to project a neat overall appearance. Beard, hair, and nails should be neatly trimmed. Company button up shirts should be kept tucked in. Company jackets, with logo, should be worn in cold weather, as needed, Hoodies and sweatshirts of any kind, and shirts or jackets without company logo are not considered proper attire.
Please respond to this listing with a brief cover letter and resume to apply!
