Customer Service Advisor

Location: Bristol

SUMMARY:

The Dealer Service Advisor role provides primary support to all retail and dealer service customers. While they represent the products through the warranty lifecycle, the objective is to create a brand loyalty unmatched in the industry. The roles provide service direction and warranty authorization to any/all related cases, while documenting the necessary information in the case management system(s).

Barletta's culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a "zero harm" work environment, we actively promote and encourage behaviors that align to our Values:
1) Treat everyone like family,
2) Always do the right thing, and
3) Relentlessly pursue excellence and our Leadership Expectations:
1) Connect with Purpose,
2) Execute with Excellence and
3) Build the future.

JOB RESPONSIBILITIES:

* Service Inquiry Resolution:

* Answer and resolve service questions related to maintenance, operation, service center locations, warranty, and roadside assistance.

* Case Documentation:

* Fulfill accurate case documentation, covering the Three C's of service, all correspondence, labor, payment, and follow-up.

* Project Leadership:

* Lead and direct intra-departmental projects, including recalls, campaigns, and service bulletins.

* Training and Development:

* Maintain a personal annual training schedule to stay updated on industry standards and product knowledge.

* Ownership of Service Cases:

* Take ownership of most service-related cases (warranty, policy, goodwill, service support) from the initial inbound call to resolution and documentation.

* Process Monitoring and Improvement:

* Monitor intra-departmental process documentation and contribute suggestions/improvements for continuous enhancement of customer service.

* Team Learning:

* Develop and coordinates processes to grow and develop the service organization, such as peer issue resolutions, case sharing, and decision-making.

* Escalated Cases and Issue Resolution:

* Lead on escalated case/product issues, providing direction and advice with diplomacy to achieve mutual resolution.

* Complex Problem Resolution:

* Lead in the resolution of complex field service and warranty problems, including providing troubleshooting direction.

* Warranty Part Orders and RMA Processing:

* Process warranty part orders and Return Material Authorizations (RMA's).

* Supplier Engagement:

* Proactively engage with suppliers to resolve design/performance-related warranty problems, providing service direction and managing payment requirements.

* Labor Time Guide Support:

* Support the continued improvements to the Labor Time Guide.

* Technical Documentation Review:

* Review technical documentation and provide input to engineering, purchasing, production, and suppliers.

QUALIFICATIONS:

* Technical degree in Marine Tech or equivalent work experience

* Strong and consistent attention to detail

* Natural mechanical aptitude

* Self-motivated with the ability to stay on task

* Versatile, flexible, and a willingness to work within constantly changing priorities

* Creative and innovative team player

* Intermediate computer skills are required

* Proficient in Microsoft Office Suite

* Strong:

* Communication skills, verbal and written

* Public speaking ability

* Interpersonal skills

* Organizational, problem-solving, and analytical skills

* Some travel required

* COMPENSATION AND BENEFITS:

Compensation is based on past job history, knowledge and experience.

Medical/Rx

Dental

Vision

Short and Long-Term Disability

Company Paid Life Insurance and AD&D

Voluntary Life Ins, Accident and Critical Illness

401k with match

Employee Stock Purchase Program