Service Coordinator

OVERVIEW:

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