Service Coordinator

Service Coordinator

TPG Marinas is a nationwide owner and operator of marina businesses and other waterfront real estate. We have evolved our approach to marina management through over 30 years in the hotel and hospitality industry. Whether we are an investor, owner or third-party operator, TPG is committed to bringing success to capital partners as entrusted stewards of marina business and waterfront real estate assets. With six locations nationwide, TPG Marinas is looking for people who are excited about the marine industry and looking for professional growth.

TPG Marinas and its subsidiaries are an Equal Opportunity Employer Committed to DEI. All qualified job applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to fostering diversity and leveraging the value of diversity with equity and inclusion.

Position Overview: The Service Coordinator serves as the operational backbone of the service department, handling job scheduling, customer communications, work order management, billing, and coordination with technicians and the parts department. This role ensures that the service work is executed efficiently, accurately billed, and delivers a positive customer service experience.

Responsibilities

• Serving as the primary point of contact with customers seeking service.
• Interact with and listen to their questions and concerns. Be able to provide timely responses. Provide excellent customer service and treat all clients, internal and external with dignity and respect.
• Advises customers about necessary service for routine maintenance.
• Determine all maintenance needs, accurately document customer service requests, schedule service and ensure clear expectations.
• Create, track and close work orders in the marina's service software
• Assigning jobs to technicians in coordination with the Regional Service Manager.
• Ensure labor hours, parts used, and service notes are properly entered.
• Monitor the WIP to ensure aging jobs are progressing toward completion and provide timely updates on work orders.
• Schedule and confirm appointments with customers.
• Perform and/or manage quality control procedures
• Greet and respond to member questions and needs via phone, email and in person in a courteous and friendly manner, fluent in-service needs/troubleshooting.
• Maintain pleasant aesthetic of reception/workspace.
• Follow and promote a safe working environment.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Coordinate with Service Manager to ensure that the financial obligations of customer accounts department are met.
• Basic Accounting Knowledge, understanding of accounting and electronic payment systems is beneficial. Service writers often handle cost estimates, invoices, and warranty information is a plus.
• Manage daily and weekly technician schedules, lift and yard activity required for haul-outs or launches and monitor and adjust workloads based on availability and skillset.
• Ensure that work orders are completed correctly and timely, generate invoices and work with accounting to support AR collection efforts, flagging billing discrepancies and facilitating resolutions.
• Maintain accurate records in service software, running reports as needed to support tracking, WIP management and AR aging.
• Assist in parts ordering and coordination when needed.
• Follow TPG Safety and Environmental rules, willingness to take training. Wear proper personal protective equipment (may include safety glasses, gloves, life jackets and/or hard hats) as required for the task or work area.
• Report all accidents, injuries, spills and near misses immediately.
• Any other duties as assigned by TPG Marinas and the direct Manager.

Key Competencies

• Eagerness to engage in a growing, fast paced, and industry-leading company.
• Consistently treats others with dignity and respect.
• Genuinely serves others with humility and a positive attitude.
• Ability to demonstrate a bias toward action.
• Always communicates effectively and courteously with fellow teammates and members.
• Ability to follow policies and procedures while proactively seeking out new and better ways of accomplishing duties.
• Shows resolve and overcomes difficulties in a positive and productive manner.
• Willingness to provide a responsive, and high level of service to the team and members.
• Ability to put forth the extra effort to accomplish duties.
• Adapts quickly and efficiently to changing priorities to meet company or member needs.

Qualifications

• High school diploma, associate degree or equivalent preferred.
• 2-3 years' relevant experience preferred.
• Experience with Lightspeed a plus.
• Proficient in Microsoft Office, CMS software a plus.
• General knowledge of AR and WIP processes
• Ability to work on-site at Conanicut Marina.
• Able to sit for extended periods and occasionally walk between locations on-site.
• All candidates must be ready, willing, and able to work a fully flexible work schedule that may include days, nights, weekends and holidays to meet the fluctuating business demands.