Customer Service Assistant

Job Description

Job Description

Description:

Boater’s World Manufacturing Group is seeking a dependable and customer-focused Customer Service Assistant to join our Customer Experience team.

The Customer Service Assistant serves as a front-line point of contact for boat owners, prospective customers, dealers, and other incoming inquiries. This position is responsible for responding to phone calls, emails, web inquiries, and other customer communications while helping connect customers with the appropriate internal resources.

This role also provides administrative support to the Customer Experience team by documenting customer interactions, maintaining accurate records, following up on open requests, and helping ensure customers receive timely and professional assistance.

Essential Duties & Responsibilities

Customer Service & Communication

• Respond to incoming customer phone calls, emails, web inquiries, and other communications in a professional and timely manner
• Serve as a first point of contact for boat owners, prospective customers, dealers, and other external contacts
• Listen to customer questions and concerns and gather the information needed to determine the appropriate next steps
• Provide general product, company, and process information within the scope of the position
• Route technical, warranty, parts, service, or other specialized questions to the appropriate department or team member
• Maintain professional, helpful, and courteous communication throughout each customer interaction
• Follow up on customer requests and open items to help ensure timely resolution
• Communicate updates to customers when additional research or internal assistance is required
• Escalate complex, sensitive, or unresolved customer concerns to the appropriate team member or manager

Customer Experience Support

• Support the Customer Experience team with day-to-day customer service activities
• Document customer interactions, requests, concerns, and follow-up activity in the appropriate system
• Maintain accurate customer contact information and case records
• Assist with tracking open customer requests and outstanding follow-up items
• Coordinate with Customer Service, Warranty, Aftermarket Parts, Engineering, Sales, and other internal departments as needed
• Help ensure customer inquiries are directed to the correct internal resource
• Assist with customer communications related to warranty, parts, service, product information, and other requests
• Identify recurring customer questions or concerns and communicate trends to the appropriate team members
• Support customer satisfaction and retention through consistent and professional service

Administrative Support

• Perform general administrative and clerical support for the Customer Experience department
• Enter and maintain information within CRM, customer service, warranty, or other company systems
• Prepare emails, correspondence, spreadsheets, reports, and other documentation as needed
• Assist with organizing customer records and supporting documentation
• Monitor assigned inboxes, queues, or customer-service channels
• Help maintain departmental trackers and follow-up lists
• Support special projects and other administrative needs as assigned
• Maintain confidentiality and appropriately handle customer and company information

Requirements:

Required Qualifications

• High school diploma or equivalent
• Previous customer service, call center, administrative support, dealership, or related experience preferred
• Strong verbal and written communication skills
• Professional and comfortable communicating with customers by phone and email
• Strong listening and problem-solving skills
• Ability to remain professional and helpful when working with frustrated or concerned customers
• Strong organizational skills and attention to detail
• Ability to manage multiple customer requests and priorities
• Comfortable learning new computer systems and business processes
• Proficiency with Microsoft Office and general computer applications
• Ability to work independently in a remote environment while remaining connected with the team
• Reliable internet connection and appropriate workspace for handling customer calls and company information
• Must reside in North Carolina

Preferred Qualifications

• 1–3 years of customer service, call center, customer support, administrative, or related experience
• Associate degree or additional education in Business, Communications, Customer Service, or a related field
• Previous marine, boat, powersports, automotive, dealership, or manufacturing customer-service experience
• Experience supporting dealers, distributors, or retail customers
• Experience using CRM, DMS, ERP, warranty, ticketing, or customer-service systems
• Experience working in a remote customer-service environment
• Familiarity with boats, marine products, parts, service, or warranty processes

Knowledge, Skills & Abilities

• Customer service and relationship building
• Professional phone and email communication
• Active listening
• Problem solving
• Customer follow-up
• Data entry and documentation
• Organization and time management
• Attention to detail
• Microsoft Office
• Ability to learn CRM and business systems
• Teamwork and cross-functional communication
• Professionalism and confidentiality
• Dependability and follow-through

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401(k) with company match
• Paid time off
• Paid holidays
• Employee discounts
• Training and professional development opportunities
• Opportunities for career growth and advancement

Equal Employment Opportunity

Boater’s World Manufacturing Group is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs without regard to any characteristic protected by applicable law.