Customer Service / Dealer Service Advisor

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