What are the responsibilities and job description for the Service Writer/Coordinator position at Irish Boat Shop?
Oversees every aspect of the Customer Service experience
Responsibilities
° Answer phones; Handle telephone inquiries quickly and courteously
° Listen carefully and ask questions to accurately understand the customer’s needs; Identify and describe these needs accurately on work orders
° Maintain a close working relationship with technicians, sales brokers, and parts personnel
° Accurately and efficiently write work orders to include repairs, parts, and scheduling. Update and invoice work orders in a timely manner.
° Schedule and facilitate service and repair work, assuring availability of technicians, parts, and shop space.
° Coordinate with the Parts Department for ordering service parts and supplies required for work order completion
° Maintain high standards of customer service with customers and co-workers. Realize, correct, and apologize for mistakes.
° Inspect boats with the customer, whenever possible, and make appropriate notes on the work order
° Secure customer approval including labor, parts, delivery time, and method of payment or warranty prior to start of work by obtaining customer signatures
° Contact customers regarding additional work that may need to be performed and at completion of work.
° Sell service and maintenance to customers by referring to service records, inspecting boats, and recommending necessary service
° Maintain a cooperative relationship with the Sales Department to ensure efficient delivery and add-on work
° Complete all related data entry timely and accurately to ensure timely billing
° Document before and after work with pictures and put into Customer Correspondence
° Participate and write quotes after gathering information from technicians and customers
° Other duties as assigned
Qualifications and Requirements
° Have a love for the marine industry and boating
° Demonstrated knowledge of technical skills to include mechanical, electrical, body work, and parts.
° One year management experience preferred
° Neat, clean and organized at all times
° Demonstrated ability to communicate and interact positively with people
° Follow all policies and procedures of Irish Boat Shop including all safety rules and regulations
° Outgoing, detail-oriented, proactive, and self-motivated
° Willingness to learn, advance, and be an active team member
° Proficiency in word and excel applications
° Ability to prioritize and juggle multiple tasks to successful completion
° Make good, reasonable decisions based on available information
° Ability to climb ladders and stairs, to lift up to 40 pounds occasionally, and to get on/off boats of varying sizes
° Ability and willingness to work over 40 hours a week seasonally and when required
Job Type: Full-time
Pay: $18.00 - $24.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Overtime
- Weekend availability
Application Question(s):
- Have you been convicted of a felony or are there any felony charges pending against you? If yes, where and when and nature of offense.
Experience:
- Service Writers: 1 year (Preferred)
- Sailing: 1 year (Preferred)
License/Certification:
- Driver's License (Preferred)
Work Location: One location