Description

Description:

The Service Concierge will be the initial point-of-contact as well as the ongoing relationship manager for customers who are scheduling service or purchasing parts for a boat. The Service Concierge will be responsible for managing inquiries and ensuring thorough communication with customers.

Duties & Responsibilities:

• Build and maintain positive customer relationships in order to strengthen customer loyalty, increase referrals, and enhance dealer reputation.
• Identify the customer’s complaint and gather enough information to determine the urgency and severity of the situation. Then make the decision to who the best person in the organization would be to handle it. This is an aircraft controller position to make sure the customers get to the right person but not to land the plane. 
• Manage all incoming leads, inquiries, and complaints for the parts and service departments that come in by phone, through the website, or through another outlet. 
• Perform detailed write-ups of customers’ needs and take detailed notes in customers’ records so that the service advisor can create a thorough and accurate work order.
• Initiate contact between the customer and service advisor and ensure that the customer has a smooth transition and overall experience.
• Coordinate drop off/pickup times with customers. Ensure that customers and service advisors have everything they need before beginning a service appointment.
• Gather and organize any pictures, videos or paperwork needed in order to correctly communicate the customer’s complaint.
• Actively reach out to customers who are due for annual service in order to generate new business for the service team.
• Implement internal programs and systems in order to track customer service jobs and add notes, as needed. Make weekly follow up calls for the service advisors to the customers on all open work orders. 
• Follow up with customers after service has been completed on a boat to ensure that all needs have been met.
• Performs other related duties as assigned.

Qualifications & Expectations:

• Excellent verbal communication skills.
• Positive attitude that will foster positive relationships with customers.
• Excellent organizational, problem-solving, and multi-tasking skills.
• Supportive attitude towards other members of the parts, service, and sales departments.
• Must be efficient and proficient in Microsoft and other computer programs.

One Water Marine provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, One Water Marine complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Drug Screening and background check are required.