Service Advisor
Gage Marine of Delavan, WI is looking to hire a full-time Service Advisor to join our office team.
About the role
As a Service Advisor and Valet Administrator, you are the main point of contact for our valet customers. You will communicate job details and priorities to our technicians, write work orders, and assist our service manager with customer billing. You will assist customers with program sign-up, process billing, and maintain accurate records. From entering and updating work orders into the system to communicating with customers and co-workers, you are busy every day. With a friendly demeanor, you utilize your customer service skills to answer questions, guide others, and help keep our clients informed and happy.
Responsibilities
- Initiate work orders and maintain control until closed and invoiced
- Schedule service work appropriately
- Track job status/progress and communicate proactively with customers and employees
- Return phone calls and emails promptly
- Dispatch tickets to appropriate techs
- Create and update work orders with proper documentation
- Explain work to customers over the phone or via walkarounds
- Ensure parts are available for jobs prior to dispatch
- Ensure work is approved
- Track open work orders on scheduling system
- Follow up with techs and/or customers on progress
- Pre-sell and suggest additional work proactively
- Perform work order audits to quality check all lines addressed, pricing accuracy, parts, and sublets billed
- “Pre-deliver” closed work orders over the phone and answer all questions
- Follow up with customers on future work
- Maintain neat and clean service facilities & equipment
- Read work order requests and ensure boats are efficiently moved for rigging and pre-owned technician, haul-launch schedules
- Knowledge of OEM and recommended maintenance schedules for all boat engines and products
- Handle service department filing and records
- Ensure all service bulletins for engine and boat are written up and repair orders generated
- Provide proactive and routine communication to ensure customer satisfaction with performance, products, and services
- Greet, welcome, and offer direction and amenities to clients as they enter the premises
- Operate phones and main telephone line hospitably and effectively by answering each call within two rings, transferring calls, and taking messages as needed
- Multitask and manage time effectively, prioritizing tasks
- Maintain a great attitude, accuracy, thoroughness, and proactive effort toward all tasks
Requirements
- Customer service or sales-related background preferred
- Professional appearance and positive attitude
- Strong communication skills, both verbal and written
- Strong organizational and computer skills
- Team-oriented, self-motivated, and process-driven
- Dockmaster knowledge a plus
- Valid driver’s license
- Ability to pass a pre-employment background and drug screen
Benefits
- Medical, dental, and vision insurance
- Life insurance
- 401(k) retirement plan
- Paid vacation and personal time
- Employee discounts
- Opportunities for continued job training
Pay
Competitive wages starting at $23 per hour depending on experience.
About Gage Marine
Gage Marine represents a family of tradition and nautical business interests in lakeside dining, cruise boat excursions, retail boat sales, valet, service, boat club, pier service, storage, and recreation throughout Wisconsin. With a passion for fun and a commitment to excellence, we serve our customers, colleagues, and community. We foster a great work environment where our team enjoys coming to work each day.