Service Advisor (Boats)

Job Description

Job Description

Gordy's Purpose: To deliver the ultimate boating experience.

Gordy's Values: Work Ethic, Integrity, Teamwork, Humor.

The Service Advisor serves as the primary liaison between customers and the Service Department. This role requires strong communication skills, excellent customer service, and the ability to clearly translate technical information between customers and technicians. The ideal candidate is personable, organized, and dedicated to consistently delivering exceptional customer experience while building lasting relationships that reflect Gordy’s commitment to service excellence.

The Service Advisor must not only be able achieve results but also committed to doing it the “Gordy's Way”, by always living the company values and culture, which is built on hard work, integrity, teamwork, and having a positive attitude. 

Essential Job Duties:

·      Customer Service Writing – point person and contact for all Gordy’s customers service needs

·      Ensure that the customer’s experience with Gordy’s Service is of the highest quality

·      Create work orders, document all customer requests, update schedule accurately

·      Parts- Work with the technicians and parts team to send parts requests and make sure parts are posted to work orders

·      Assist Haul and Launch with day-to-day responsibilities, scheduling, launch list, and contacting customers as needed

·      Be efficient and timely in getting customer approval for all service work.

·      Up selling customers on recommended maintenance, cleaning, parts/accessories, etcetera

·      Ensure proper and timely billing/collecting payment of all completed service work

·      Learn customer’s names, boats, etcetera to better understand their service needs/wants

·      Work with Shop Foreman and movement team to schedule boat moment needs for customers, sublet, etcetera 

·      Work with Accounting Clerk on customer payment process

·      Be willing to attend customer events and/or boat shows

·      Be the primary in answering the phone daily

·      Assist with scheduling spring delivery, service pickups, and fall hauling. Assign hauling fees as necessary   

·      Help keep service office neat, keep all filing up to date.

Qualifications:

·      Proficient in Microsoft Office Suite

·      Strong in customer relations

·      Marina and boating knowledge preferred but not required

·      3+ years of service writing and scheduling experience

·      Understanding of the upselling process

·      Highly detailed, organized, and ability to multi-task

·      Results-driven, with a focus on providing exceptional service

·      Strong problem-solving skills and initiative

·      Salesforce and Dockmaster experience preferred

Physical Requirements:

·      Sitting for long periods with extended computer usage

·      Standing/Moving occasionally

Travel Requirements:

·      May be required to visit Cobalt Farms, Fox Lake, Lake Country and other locations (when applicable) as needed

Who you are:

·      Enjoys working directly with people and building relationships with customers

·      Focused on making sure the details are done right

·      Can handle a fast-moving environment

·      Eager to serve 

Work Schedule Requirements:

·      Monday – Friday 8:30 am to 5 pm

·      Rotating weekends may be required during summer

·      In office to complete on location tasks

·      Starting Pay $22.90/hour, based on experience

Benefits:

·      Medical

·      Dental

·      Vision

·      Supplemental electives

·      401K with match

·      PTO bank on day one

·      7 paid holidays

·      Company Parties

·      Employee discount program

Founded by Gordon “Gordy” Whowell and family in 1955, Gordy’s Lakefront Marine has a rich history of providing fun in the sun on Geneva Lake. What began as a seasonal Boat Ride and Rental operation has evolved into a diversified company with a wide range of offerings.

For 70 years, Gordy’s has been a trusted name for boating, helping both residents and visitors make the most of their time on beautiful Lake Geneva. Our main location in Fontana sits on the tranquil west end of the lake, offering a peaceful yet vibrant hub for all things boating. In addition to our Fontana location, we proudly serve customers at our showrooms in Lake Country, WI, Fox Lake, IL, and seasonal floating locations at Burnham Harbor in Chicago, providing easy access to our premium boats and services.

At Gordy’s, “Exceptional Customer Service” is more than a motto—it’s a promise we’ve kept for seven decades. Whether you’re buying your dream boat, getting expert service, or simply stopping by for a great meal on the water, our team is dedicated to making every experience seamless and enjoyable.

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