Service Advisor

Location: Okoboji, Iowa
Duration: Full-time

Company Background

Mau Marine provides a fast-paced, energetic work environment located right on East and West Lake Okoboji. We can give you the opportunity to gain vital work experience at the busiest summer tourist location in Iowa! We are looking for employees who are outgoing, possess a strong work ethic, and who can provide top notch service with a smile.

Job Description

The Service Advisor functions as first line of contact and communication link between the customer and dealership during the service process. They are expected to perform a write-up of repair orders and ensure a timely, accurate completion of repair as well as maximize department sales of service and parts.

Responsibilities

The following responsibilities will be expected for this position:

Customer Satisfaction:

Provide convenient appointments for service and repair work
Offer courtesy services when appropriate
Inspect every boat before work starts – with the customer when possible – and make appropriate notes on the Repair Order
Identify customer needs courteously, accurately recording, and verifying customer needs on Repair Order while customer is present
Secure customer approval (including cost estimate, delivery time and method of payment or warranty) before repair work is started, and obtain customer signature on the Repair Order
Handle telephone inquiries quickly and courteously
Call customers regarding additional work that may need to be performed and when work is completed
Implement customer’s scheduled maintenance follow-up process
Use formal Complaint Handling Processes to calm an upset customer. Reach a resolution, when possible, that is satisfactory to the customer and supports the interest of the dealership

Service:

Refer to service records, recommend additional necessary service
Sell service and maintenance to customers in person, by telephone and other methods
Assist with inspection and water testing of completed jobs as requested to ensure quality of repairs
Provide legible and complete problem descriptions on Repair Orders to support Technicians
Work with the Parts Department on routine maintenance to ensure competitiveness in the market
Initiate proper paperwork for a boat repair, and disperse according to department policy
Maintain department service records, including Repair Order file
File all warranty claims promptly and in accordance with Sea Ray policy
Maintain a cooperative relationship with field representatives

Operations:

Refer leads and prospects for potential sales to the Sales Department
Establish and maintain a cooperative relationship with Sales Department for efficient delivery of add-on equipment and to resolve customer complaints
Perform other duties as assigned by management

Requirements

Applicants must possess the following qualifications:

Ability to multi-task and work efficiently
Excellent organizational skills
Good written and verbal communication
Outstanding customer service skills

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