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:
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Provide convenient appointments for service and repair work
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Offer courtesy services when appropriate
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Inspect every boat before work starts – with the customer when possible – and make appropriate notes on the Repair Order
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Identify customer needs courteously, accurately recording, and verifying customer needs on Repair Order while customer is present
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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
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Handle telephone inquiries quickly and courteously
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Call customers regarding additional work that may need to be performed and when work is completed
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Implement customer’s scheduled maintenance follow-up process
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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:
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Refer to service records, recommend additional necessary service
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Sell service and maintenance to customers in person, by telephone and other methods
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Assist with inspection and water testing of completed jobs as requested to ensure quality of repairs
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Provide legible and complete problem descriptions on Repair Orders to support Technicians
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Work with the Parts Department on routine maintenance to ensure competitiveness in the market
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Initiate proper paperwork for a boat repair, and disperse according to department policy
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Maintain department service records, including Repair Order file
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File all warranty claims promptly and in accordance with Sea Ray policy
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Maintain a cooperative relationship with field representatives
Operations:
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Refer leads and prospects for potential sales to the Sales Department
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Establish and maintain a cooperative relationship with Sales Department for efficient delivery of add-on equipment and to resolve customer complaints
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Perform other duties as assigned by management
Requirements
Applicants must possess the following qualifications:
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Ability to multi-task and work efficiently
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Excellent organizational skills
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Good written and verbal communication
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Outstanding customer service skills
