Service Coordinator/Administrator

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 #J-18808-Ljbffr MarineMax