What are the responsibilities and job description for the Customer Experience Coordinator position at Boater's World Marine Centers?
Description
Be the Voice of the Customer Across Our Entire Operation
Boater’s World Marine Centers is seeking a highly organized, solution-oriented Customer Experience Coordinator to support our dealership network across Florida and Texas, including Bradenton, Lake Placid, Islamorada, and Grand Prairie.
This role is responsible for handling customer concerns, coordinating resolutions, and ensuring a consistent, professional customer experience across all locations. You will act as the central point of contact for escalated customer issues, working closely with store leadership to investigate concerns, communicate clearly, and drive timely resolutions.
If you are calm under pressure, highly organized, and take pride in turning difficult situations into positive outcomes, this is a high-impact opportunity.
Customer Issue Management & Resolution
- Serve as the primary point of contact for escalated customer concerns across multiple dealership locations
- Gather details, investigate issues, and document findings thoroughly
- Coordinate with General Managers, Service Managers, and department leaders to determine appropriate resolutions
- Ensure all customer concerns are handled in a timely, professional, and consistent manner
Cross-Location Coordination
- Work closely with teams at BWB, BWLP, BWI, and BWGP to align on communication and resolution strategies
- Track ongoing issues and follow up to ensure completion
- Maintain visibility across locations to identify recurring issues or trends
Customer Communication
- Communicate directly with customers via phone and email regarding complaints, concerns, and resolutions
- De-escalate situations and maintain a calm, professional tone at all times
- Set clear expectations and provide updates throughout the resolution process
Process & Documentation
- Maintain organized records of all customer interactions and resolutions
- Identify patterns or recurring issues and escalate internally when needed
- Support the development of consistent processes for handling customer concerns across the organization
Requirements
- Required: Prior experience working in a dealership environment (marine, automotive, RV, or powersports)
- Strong understanding of dealership operations, including service, sales, and customer flow
- Proven ability to handle customer complaints and escalations professionally
- Excellent communication skills (written and verbal)
- Ability to de-escalate difficult situations and stay composed under pressure
- Highly organized with strong follow-through and attention to detail
- Comfortable coordinating across multiple teams and locations
Why This Role Stands Out
- Direct impact on customer satisfaction across multiple high-volume locations
- Work closely with leadership across Sales, Service, and Operations
- Opportunity to help build and standardize customer experience processes company-wide