Service Coordinator

OVERVIEW: The Service Coordinator 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 RESPONSIBILITIES:

• Greet customers and determine appropriate team members to assist them.
• Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day.
• Use reporting tools to identify and contact existing and prior Marine Max customers
• Assist with departmental expenses and P-Card submissions
• Process and track PO’s
• Demonstrate effective verbal and written communication skills
• Perform outreach to customers assigned by Service Manager, to include new and used boat purchasers/FANS and current and former service customers.
• 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
• Assist Service Team by taking incoming calls during peak periods
• Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service
• Document all elements of F.O.R.M and notes around customer needs that can be obtained and communicate to the appropriate Service Advisor
• Set and adhere to reminders for additional follow-ups when customers defer needed/requested service work to a later date.
• Communicate customer feedback, positive and negative, to Service Manager and Service Advisors. Follow up to ensure any concerns have been addressed.
• Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
• Perform follow-up phone calls and e-mails for FANS
• Provide prompt, detailed and timely flow of all paperwork.
• Other Duties as assigned

PHYSICAL REQUIREMENTS:

Physical requirements for a Service Coordinator are generally sedentary but involve active office mobility. Key physical demands include:

• Posture & Mobility: Sitting for up to 7 to 8 hours daily, with occasional standing, walking around the office, or navigating stairs.
• Dexterity: Continuous use of hands and fingers for typing, writing, and using office equipment (e.g., handling papers, binders, and controls).
• Lifting & Carrying: Occasional lifting or carrying of 10 to 20 pounds. Tasks typically involve moving boxes of copy paper, supplies, or files.
• Reaching & Bending: Periodic bending, crouching, or kneeling to retrieve or file documents from low drawers or top shelves
• Vision: Close vision, color vision, and ability to adjust focus to read documents and view computer screens.
• Communication: Clear speaking voice to converse in person and over the telephone, alongside good hearing to take messages and assist team members and customers

KEY RESULTS:

• Customer satisfaction and enthusiasm/FANS
• Timely & accurate completion of paperwork
• Positive working relationships with fellow team members, customer and vendors

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.