Customer Service Coordinator

Job Description

Job Description

The Customer Service Coordinator serves as a primary point of contact for marina tenants, guests, visitors, and the general public. This position is responsible for delivering exceptional customer service while performing a wide range of administrative, operational, and financial support functions for the Port and Marina. Duties include customer account management, reservations, billing and collections, cash handling, parking administration, marina occupancy management, and general office support.

This role works in a dynamic environment requiring strong communication, organizational, and problem-solving skills. The position supports both office and field operations and requires availability to work weekends and holidays as scheduled.

Essential Duties and Responsibilities

Customer Service & Tenant Relations

• Deliver exceptional customer service to tenants, guests, visitors, vendors, and the public in person, by telephone, email, and VHF radio.
• Respond promptly and professionally to customer inquiries, requests, concerns, and complaints.
• Educate customers on Port and Marina policies, rules, regulations, and best management practices.
• Process tenant and guest arrivals and departures, ensuring accurate account setup and billing.
• Maintain positive working relationships with tenants, vendors, contractors, and community partners.

Marina Operations Support

• Assign guest and tenant moorage slips and maintain accurate occupancy records.
• Assist boaters with docking lines and general marina customer assistance.
• Support fuel dock operations and record monthly electrical meter readings.
• Monitor marina occupancy and maintain accurate records within marina management software.
• Assist with enforcement of Port rules, regulations, parking policies, and marina procedures.
• Report safety concerns, hazards, and maintenance needs to management and take appropriate action during emergencies.

Financial Administration

• Collect, process, and accurately record revenue from moorage, leases, parking, utility charges, fuel sales, and other Port services.
• Prepare invoices, process payments, maintain customer accounts, and support collection efforts.
• Handle cash transactions, reconcile cash drawers, prepare deposits, and complete daily cash reporting.
• Assist with annual moorage rate analysis and related data collection.

Administrative Support

• Prepare, review, and maintain tenant agreements, vendor contracts, permits, and other Port records.
• Update and maintain customer databases, files, and electronic records.
• Process guest moorage reservations, parking permits, and related administrative documentation.
• Support community events and administration of the Port's Reader Board and communication programs.
• Maintain office organization, cleanliness, and inventory of supplies.
• Prepare reports, correspondence, spreadsheets, and other business documents as required.

Facilities & Grounds Support

• Assist maintenance staff, as needed, in maintaining Port facilities, marina infrastructure, park grounds, restrooms, and public areas.
• Support seasonal projects and special events.
• Perform additional duties and special projects as assigned.

Qualifications

Education and Experience

• High school diploma or GED equivalent (some college preferred)
• Minimum two (2) years of customer service, administrative, cashiering, accounting support, marina operations, hospitality, or related experience.
• Experience handling cash, payment processing, and customer account management preferred.
• Marina, boating, or maritime industry experience is desirable.

Required Knowledge and Skills

• Strong customer service and conflict-resolution skills.
• Excellent written and verbal communication abilities.
• Ability to prioritize multiple tasks and maintain accuracy in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively as part of a team.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Intermediate Excel skills, including formulas, sorting, filtering, and basic reporting.
• Experience with accounting, reservation, point-of-sale, or marina management software preferred.
• Basic knowledge of boating terminology and marina operations preferred.

Licensing Requirements

• Valid Washington State Driver's License with an acceptable driving record.
• CPR and First Aid certification, or the ability to obtain certification within six months of hire.

Core Competencies

Customer Focus

Consistently delivers professional, courteous, and responsive service while building positive customer relationships.

Communication

Communicates clearly and effectively with customers, coworkers, vendors, contractors, and public stakeholders.

Accountability

Demonstrates reliability, accuracy, and ownership of responsibilities while meeting deadlines and operational needs.

Initiative

Proactively identifies issues, recommends solutions, and takes appropriate action with minimal supervision.

Teamwork and Collaboration

Works effectively with individuals from diverse backgrounds and contributes to a positive and inclusive workplace culture.

Technology Proficiency

Effectively utilizes business software, marina management systems, Microsoft Office applications, and other technology tools to support operations, reporting, communication, and customer service functions.

Working Conditions

• Work is performed in both office and outdoor environments.
• Regular activities include sitting, standing, walking, bending, reaching, kneeling, and lifting up to 20 pounds.
• Exposure to varying weather conditions, waterfront environments, and marina operations.
• Must be available to work a flexible schedule, including weekends, holidays, and occasional evenings.
• Must successfully pass required background and credit checks upon hire and as required thereafter.
• Must participate in safety, emergency response, crisis management, and related training programs.

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance
• Employee Assistance Program (EAP)
• Washington State PERS Retirement Plan
• Deferred Compensation Plan
• Paid Vacation
• Paid Sick Leave
• Paid Holidays
• Personal Leave

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Company Description

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