Service Advisor

POSITION SUMMARY

Service Advisors are responsible for providing 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties (Most Important to Least Important)

Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner.

Maintains repair records for use in supervision or control.

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.

Collaborate with the service manager to improve internal processes, workflow, and operational efficiency.

Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation.

Helps to maintain the flow and distribution of supplies and parts; assist in determining the type of materials, supplies, machinery, equipment or tolls to be used or parts to be bought, stocked, and sold.

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.

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.

Participates in the appraisal of technician productivity and efficiency for the purpose of recommending promotions or other changes in status; assists in interviewing, selecting, and training of technicians.

Monitor and implement legal compliance measures.

SKILLS

Excellent interpersonal and communication skills
Ability to build and maintain customer relationships
Ability to manage service schedules and appointments
Ability to prioritize tasks in a fast-paced environment
Detail-oriented with accurate documentation and reporting
Efficient in managing workflow and ensuring customer expectations are met

QUALIFICATIONS / REQUIREMENTS

High school diploma or equivalent (required)
Minimum of 2-3 years of experience in a customer service or service advisor role, preferably in the automotive, marine, or related industries preferred
Experience working in a service department (marine service experience is a strong advantage)
Knowledge of marine equipment, boats, engines, and parts (strongly preferred)
Familiarity with basic marine maintenance and repair terminology

PHYSICAL DEMANDS

Use the table / checklist below to indicate what is required of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Using the rating scale below, indicate how often the following physical activities and environmental conditions are required/present in performing the Essential Job Responsibilities.

C=Constantly	F=Frequently	O=Occasionally	R=Rarely
(5-8 hrs. /shift)	(2-5 hrs. /sift)	(Up to 2 hrs. /shift)	(Not regular part of job)

Physical Activities
Remaining in a stationary position, often standing or sitting for prolonged periods	F	Repeating motions that may include the wrists, hands and/or fingers	F
Moving about to accomplish tasks or moving from one worksite to another	F	Operating motor vehicle	O
Communicating with others to exchange information	C	Assessing the accuracy, neatness and thoroughness of the work assigned	C
Hearing	C	Talking	C
Seeing	C	Eye/Hand/Foot Coordination	F

WORK ENVIRONMENT

Use the table / checklist below to indicate the environmental conditions and physical demands of the position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

How would you best describe the environmental demands for this position? (Check only one)

Environmental Conditions
No adverse environmental conditions expected	X	Poor ventilation
Hazardous conditions		Small and/or enclosed spaces
Noisy environments

How would you best describe the physical demands for this position? (Check only one)

Physical Demands
Sedentary work that primarily involves sitting/standing	☐
Light work that includes moving objects up to 20 pounds	☐
Medium work that includes moving objects up to 50 pounds	☐
Heavy work that includes moving objects up to 100 pounds or more	☒

This position operates exclusively in an indoor office environment with controlled temperatures. (Y/N)

DO NOT MAKE ANY EDITS TO THE BELOW PORTION OF THE JOB DESCRIPTION:

OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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