What are the responsibilities and job description for the Customer Service / Dealer Service Advisor position at Barletta Boats?
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