Service Writer/Advisor

Job Description:

The Service Writer serves as first line of contact and the communication link between customers and the dealership during the service process. He/she performs write-up of repair orders and ensures timely and accurate completion of repairs, maintains a close working relationship with Technicians, Sales Consultants and Parts personnel, and strives to maximize department sales of service and parts

Job Duties/Responsibilities:

• Customer Satisfaction- Provide convenient appointments for service and repair work; Offer courtesy services when appropriate; Start the reception process immediately upon customer arrival; Inspect every boat before work starts — with the customer when possible — and make appropriate notes on the repair order; Identify customer needs accurately, recording and verifying them on the repair order while customer is present; Secure customer approval (including cost estimate, delivery time, method of payment and 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 notify them when work is completed; Implement customer’s scheduled maintenance follow-up process; Follow up with customers within 48 hours of delivery after service is performed; 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, inspect boats and motors, recommend additional necessary service; Sell service and maintenance to customers in person, by telephone and other methods; Refer leads and prospects for potential sales to the Sales Department

• Interdepartmental Relations- Establish and maintain effective working relationship with all dealership personnel; Work with the Parts Department on routine maintenance to ensure competitiveness in the market; Establish and maintain a cooperative relationship with Sales Department for efficient delivery of add-on equipment and to resolve customer complaints; 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; Maintain a cooperative relationship with factory field representatives

• Housekeeping/Safety - Keep the dealership neat, clean and organized at all times; Maintain an even traffic flow by quickly moving boats to appropriate locations; Help maintain service displays; Show respect and care for dealership equipment

• Operations - Actively participate in training courses to maintain technical and non-technical job knowledge and skills; 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 manufacturer policy

• Scheduling – Maintain awareness of daily workload distribution for the department; Schedule customers for appointments; Maintain log of written repair orders and record status information daily

• Accountability- Performance standards for this position are met when:

1. 85 percent of customers are Completely Satisfied as indicated on the Dealer Customer Satisfaction Service Survey

2. Customer Satisfaction ratings show consistent improvement quarterly

3. Unused parts are returned to Parts Department

4. The number of comebacks and repeat repair ratio is low and in accordance with the dealership minimum of percent

5. Labor hours per repair operation are consistent with labor guide

6. Efficiency and productivity are within dealership guidelines

Requirements:

• Previous service writing experience

• Must achieve weekly, monthly and/or quarterly sales goals

• Working knowledge of boats, parts and components

• Good health, physical mobility

• Steady, pleasant temperament with strong customer service skills

• Results-oriented

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Retirement plan

Shift:

• 8 hour shift

Work Days:

• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $45,000 - $55,000