What are the responsibilities and job description for the Service Advisor position at OneWater Marine?
Description
Service Advisors are responsible for providing an excellent customer service experience at their OneWater store. They are passionate about delighting customers and achieving or exceeding the customers’ expectations through timely service, done in a profitable and efficient manner.
Duties & Responsibilities
- Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner.
- Manages technician’s workflow and schedules assigned repair orders appropriately.
- Performs detailed write-up of customers concerns and incorporate required work utilizing “Complaint, Cause & Correction” on each repair order and provide timely estimates for customer approval.
- Has a continuous learning mindset, develops and maintains a high-level of service knowledge, including product recalls, service bulletins and warranty/service contract guidelines.
- Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation.
- Resolves customer complaints or concerns in a timely manner and always looks for ways to better serve our customers.
- Obtains warranty or service contract approvals in a timely manner.
- Assists in maintaining a safe and environmentally friendly service operation.
- Effectively communicates with customers on a timely basis, keeping the customer proactively informed of the status and completion of their repairs.
- Performs quality control checks on finished boats, assuring completion of repairs & cleanliness.
- Look up and order parts for techs and over the counter customers.
Qualifications & Expectations
- Promotes teamwork, and supports other team members, departments and locations to insure the customer has a seamless experience through the sale, financing, delivery and subsequent servicing of the boat.
- Supports sales team in the execution of successful Boat Shows, Store and Off-site sales/customer events.
- Customer satisfaction, both internal and external.
- Effective customer communication.
- Technician efficiency/productivity.
- Service response & turnaround times.
- Service RO revenues and profitability.
One Water Marine provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, One Water Marine complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Drug Screening and background check are required.