What are the responsibilities and job description for the Service Writer position at Boater's World Marine Centers?
Description
Turn Your Customer Service Skills Into a Career on the Water
The Service Writer at Boater’s World Marine Centers – Islamorada is a key player in delivering an exceptional marine ownership experience in one of the most iconic boating destinations in the country. This role is perfect for someone who thrives in a fast-paced, customer-focused environment and takes pride in building lasting relationships with boaters who live for the water.
As a Service Writer, you’ll be the primary point of contact for customers needing service and parts—translating technical needs into clear solutions, setting expectations, and ensuring every customer feels confident, informed, and excited to return. In Islamorada, boating isn’t just a hobby—it’s a lifestyle—and this role puts you at the center of it.
What You’ll Do
Deliver a Stand-Out Customer Experience
- Create a welcoming, professional, and high-energy experience for every customer
- Build long-term relationships that drive repeat business and customer loyalty
- Assist customers across all departments when needed (Service, Parts, and Sales)
- Maintain a clean, organized, and professional workspace
- Identify opportunities to enhance the customer experience and communicate them to management
Own the Service Process
- Accurately assess customer concerns by listening carefully, asking the right questions, and clarifying service needs
- Review maintenance history and service schedules to recommend appropriate repairs and preventative services
- Prepare accurate estimates for labor, parts, and materials
- Open, manage, and close repair orders (ROs) in Lightspeed, clearly documenting symptoms, diagnoses, and approved work
- Communicate proactively with customers regarding repair status, approvals, and timelines
- Perform thorough intake inspections to identify additional service opportunities and increase revenue
- Coordinate and manage sublet work orders as needed
- Ensure compliance with all Boater’s World Marine Centers policies and applicable state regulations
Why This Role in Islamorada Stands Out
- Work in a world-class boating destination surrounded by the water every day
- Be part of a tight-knit, high-performing marine team
- Engage with passionate boaters who rely on expert guidance and service
- Build a long-term career in the marine industry with a growing organization
Requirements
- Proven experience in a Service Writer, Service Advisor, or customer-facing service role
- Marine industry experience strongly preferred; automotive or powersports service experience considered with transferable skills
- Strong customer service and communication skills with the ability to build trust and long-term relationships
- Comfortable explaining technical service needs in a clear, customer-friendly manner
- Highly organized with strong attention to detail and follow-through
- Ability to manage multiple repair orders and priorities in a fast-paced environment
- Working knowledge of service workflows, repair orders, and estimating labor and parts
- Experience with dealership management systems (Lightspeed experience a plus)
- Proficient with computers and data entry
- Ability to perform intake inspections and identify potential service and maintenance opportunities
- Team-oriented mindset with the ability to assist across departments when need
- Professional appearance and positive, customer-first attitude
- Ability to work Saturdays and flexible hours as required by the business
- Valid driver’s license and reliable transportation