Service Writer

The Service Writer serves as first line of contact and the communication link between customers and the dealership during the service process. He/she performs write-up of repair orders and ensures timely and accurate completion of repairs, maintains a close working relationship with Technicians, Sales Consultants and Parts personnel, and strives to maximize department sales of service and parts

Job Duties/Responsibilities:

· Customer Satisfaction- Must have outgoing, friendly personality and superior communication and customer service skills; Provide convenient appointments for service and repair work; Offer courtesy services when appropriate and approved; Start the reception process immediately upon customer arrival; Inspect every boat before work starts — with the customer — and make appropriate notes on the repair order; Identify customer needs accurately, recording and verifying them on the repair order while customer is present; Secure customer approval (including cost estimate, delivery time, method of payment and 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 notify them when work is completed; Implement customer's scheduled maintenance follow-up process; Follow up with customers within 48 hours of delivery after service is performed;

• Service- Refer to service records, inspect boats and motors, recommend additional necessary service; Sell service and maintenance to customers in person, by telephone and other methods; Refer leads and prospects for potential sales to the Sales Manager.
• Interdepartmental Relations- Establish and maintain effective working relationship with all dealership personnel; Work with the Parts Department on routine maintenance to ensure competitiveness in the market; Establish and maintain a cooperative relationship with Sales Department for efficient delivery of add-on equipment and to resolve customer complaints; Provide legible and complete problem descriptions on repair orders to support Technicians; Maintain a cooperative relationship with factory field representatives
• Housekeeping/Safety - Keep the dealership neat, clean and organized at all times; Maintain an even traffic flow by quickly moving boats to appropriate locations; Show respect and care for dealership equipment; Follow all safety rules and regulations while performing work assignments
• Operations - Actively participate in training courses to maintain technical and non-technical job knowledge and skills; Initiate proper paperwork for a boat repair and disperse according to department policy; Maintain department service records including repair order file;
• Scheduling – By working closely with the service manager, maintain awareness of daily workload distribution for the department; Schedule customers for appointments; Maintain log of written repair orders and record status information daily

Additional Duties:

• Follow all safety rules and regulations while performing work assignments
• Lookup and pull parts from inventory for service jobs.
• Must have outgoing, friendly personality and superior communication and customer service skills
• Initiate work orders and maintain control until closed and invoiced
• Must be customer service, yet goal-oriented, maintaining a sales-focused approach in an effort to increase service revenue
• Handles Repair Order charges
• Helps maintains the service library with up-to-date information
• Maintains a clean and safe work area
• Handles service department filing and records
• Updates customer profiles using equipment, hours or other information from work orders
• Ability to multitask and prioritize tasks in a fast-paced environment
• Completes other duties as assigned

Requirements:

• Must achieve weekly, monthly and/or quarterly sales goals
• Working knowledge of boats, parts and components
• Good health, physical mobility
• Steady, pleasant temperament with strong customer service skills
• Results-oriented
• A valid driver’s license

We offer competitive pay based on experience.

CONFIDENTIALLY SEND YOUR RESUME TO: ctmarineindustryrecruiting@gmail.com

Job Type: Full-time

Pay: $52,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Shift:

• 8 hour shift

Ability to commute/relocate:

• Westbrook, CT: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $52,000 - $70,000