Service Advisor

Service Advisor

POSITION SUMMARY

Service Advisors are responsible for providing excellent customer service experience at their One Water store. They are passionate about delighting customers and achieving or exceeding the customers' expectations through timely service, done in a profitable and efficient manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties (Most Important to Least Important)

• Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner.

• Maintains repair records for use in supervision or control.

• Manages technician's workflow and schedules assigned repair orders appropriately.

• Performs detailed write-up of customers concerns and incorporate required work utilizing "Complaint, Cause & Correction" on each repair order and provide timely estimates for customer approval.

• Collaborate with the service manager to improve internal processes, workflow, and operational efficiency.

• Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation.

• Helps to maintain the flow and distribution of supplies and parts; assist in determining the type of parts and supplies necessary for each job.

• Resolves customer complaints or concerns in a timely manner and always looks for ways to better serve our customers.

• Obtains warranty or service contract approvals in a timely manner.

• Effectively communicates with customers on a timely basis, keeping the customer proactively informed of the status and completion of their repairs.

• Performs quality control checks on finished boats, assuring completion of repairs & cleanliness.

• Participates in the appraisal of technician productivity and efficiency for the purpose of recommending promotions or other changes in status; assists in interviewing, selecting, and training of technicians.

• Monitor and implement legal compliance measures.

SKILLS

• Excellent interpersonal and communication skills
• Ability to build and maintain customer relationships
• Ability to manage service schedules and appointments
• Ability to prioritize tasks in a fast-paced environment
• Detail-oriented with accurate documentation and reporting
• Efficient in managing workflow and ensuring customer expectations are met

QUALIFICATIONS / REQUIREMENTS

• High school diploma or equivalent (required)
• Minimum of 2-3 years of experience in a customer service or service advisor role, preferably in the automotive, marine, or related industries preferred
• Experience working in a service department (marine service experience is a strong advantage)
• Knowledge of marine equipment, boats, engines, and parts (strongly preferred)
• Familiarity with basic marine maintenance and repair terminology

DO NOT MAKE ANY EDITS TO THE BELOW PORTION OF THE JOB DESCRIPTION:

One Water Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.