OVERVIEW: The Service Coordinator/Administrator is responsible for providing support to the Service Manager, Service Advisors and Customers through follow-up and providing feedback, scheduling, and elevating the flow of communication with service customers.

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
• Assist 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
• Assist 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
• Assist 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
• Provide prompt, detailed and timely flow of all paperwork.
• Other Duties as assigned

KEY RESULT AREAS:

• Internal/external customer satisfaction/FANS
• Timely and accurate completion of work
• Professional representation of MarineMax
• Positive working relationship with fellow team members, customers and vendors

• MarineMax uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.