Service Advisor

Responsibilities

The following responsibilities will be expected for this position:

Customer Satisfaction:

• Provide convenient appointments for service and repair work
• Offer courtesy services when appropriate
• Inspect every boat before work starts – with the customer when possible – and make appropriate notes on the Repair Order
• Identify customer needs courteously, accurately recording, and verifying customer needs on Repair Order while customer is present
• Secure customer approval (including cost estimate, delivery time and method of payment or warranty) before repair work is started, and obtain customer signature on the Repair Order
• Handle telephone inquiries quickly and courteously
• Call customers regarding additional work that may need to be performed and when work is completed
• Implement customer’s scheduled maintenance follow-up process
• Use formal Complaint Handling Processes to calm an upset customer. Reach a resolution, when possible, that is satisfactory to the customer and supports the interest of the dealership

Service:

• Refer to service records, recommend additional necessary service
• Sell service and maintenance to customers in person, by telephone and other methods
• Assist with inspection and water testing of completed jobs as requested to ensure quality of repairs
• Provide legible and complete problem descriptions on Repair Orders to support Technicians
• Work with the Parts Department on routine maintenance to ensure competitiveness in the market
• Initiate proper paperwork for a boat repair, and disperse according to department policy
• Maintain department service records, including Repair Order file
• File all warranty claims promptly and in accordance with Sea Ray policy
• Maintain a cooperative relationship with field representatives

Operations:

• Refer leads and prospects for potential sales to the Sales Department
• Establish and maintain a cooperative relationship with Sales Department for efficient delivery of add-on equipment and to resolve customer complaints
• Perform other duties as assigned by management