What are the responsibilities and job description for the Service Coordinator position at MarineMax Brand?
OVERVIEW:
The Service Coordinator/Administrator is responsible for providing support to the Service Manager, Service Advisors and Customers through follow-up and providing feedback, scheduling, and elevating the flow of communication with service customers.
KEY TASKS:
- Greet customers enthusiastically and determine appropriate team member to assist them.
- Answer incoming calls in a professional manner and return all customer calls prior to close of business each day.
- Use reporting tools to identify and contact existing and prior MarineMax customers
- Demonstrate effective verbal and written communication skills
- Perform outreach to customers assigned by Service Manager
- Maintain contact and communication logs daily and share with Service Manager and appropriate Service Advisors
- Assist Service Team in acquiring new service customers by conducting call and email campaigns to leads obtained through marketing events, boat shows, fishing tournaments, etc. Attend such events as required.
- Make follow-up calls to customers who have just had service work completed.
- Schedule appointments for service drop-offs and mobile service
- Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service
- Set reminders for additional follow-up when customers defer needed/requested service work to a later date.
- Communicate customer feedback, positive and negative, to Service Manager and Service Advisors on a daily basis. Follow up to ensure all concerns have been addressed
- Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
- Provide prompt, detailed and timely flow of all paperwork.
- Other Duties as assigned
KEY RESULT AREAS:
- Internal/external customer satisfaction/FANS
- Timely and accurate completion of work
- Professional representation of MarineMax
- Positive working relationship with fellow team members, customers and vendors
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