Customer Service Advisor

Job Responsibilities

• Answer and resolve service questions related to maintenance, operation, service center locations, warranty, and roadside assistance.
• Fulfill accurate case documentation, covering the Three C’s of service, all correspondence, labor, payment, and follow-up.
• Lead and direct intra-departmental projects, including recalls, campaigns, and service bulletins.
• Maintain a personal annual training schedule to stay updated on industry standards and product knowledge.
• Take ownership of most service-related cases (warranty, policy, goodwill, service support) from the initial inbound call to resolution and documentation.
• Monitor intra-departmental process documentation and contribute suggestions/improvements for continuous enhancement of customer service.
• Develop and coordinate processes to grow and develop the service organization, such as peer issue resolutions, case sharing, and decision-making.
• Lead on escalated case/product issues, providing direction and advice with diplomacy to achieve mutual resolution.
• Lead in the resolution of complex field service and warranty problems, including providing troubleshooting direction.
• Process warranty part orders and Return Material Authorizations (RMA’s).
• Proactively engage with suppliers to resolve design/performance-related warranty problems, providing service direction and managing payment requirements.
• Support the continued improvements to the Labor Time Guide.
• Review technical documentation and provide input to engineering, purchasing, production, and suppliers.

Qualifications

• Technical degree in Marine Tech or equivalent work experience
• Strong and consistent attention to detail
• Natural mechanical aptitude
• Self-motivated with the ability to stay on task
• Versatile, flexible, and a willingness to work within constantly changing priorities
• Creative and innovative team player
• Intermediate computer skills are required
• Proficient in Microsoft Office Suite
• Strong communication skills, verbal and written
• Public speaking ability
• Interpersonal skills
• Organizational, problem-solving, and analytical skills

Compensation and Benefits

Compensation is based on past job history, knowledge and experience. Benefits include Medical/Rx, Dental, Vision, Short and Long-Term Disability, Company Paid Life Insurance and AD&D, Voluntary Life Ins, Accident and Critical Illness, 401k with match, and Employee Stock Purchase Program.