Service Coordinator/Administrator

KEY TASKS

• Greet customers and determine appropriate team member to assist them.
• Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day.
• Use reporting tools to identify and contact existing and prior MarineMax customers.
• Affiliate with departmental expenses and P-Card submissions.
• Process and track PO’s.
• Demonstrate effective verbal and written communication skills.
• Maintain service personnel certification logs to ensure departmental compliance.
• Perform outreach to customers assigned by Service Manager, to include new and used boat purchasers/FANS and current and former service customers.
• Maintain contact and communication logs daily and share with Service Manager and appropriate Service Advisors.
• Affiliate with 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.
• Affiliate with Service Team by taking incoming calls during peak periods.
• Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service.
• Document all elements of F.O.R.M and notes around customer needs that are able to be obtained and communicate to the appropriate Service Advisor.
• Set and adhere to reminders for additional follow-ups when customers defer needed/requested service work to a later date.
• Communicate customer feedback, positive and negative, to Service Manager and Service Advisors. Follow up to ensure any concerns have been addressed.
• Send thank you cards to customers who have had service work completed.
• Send birthday cards to customers who have had service work completed.
• Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.
• Perform follow-up phone calls and e-mails for FANS.
• Promptly and accurately complete all paperwork.