Service Advisor

Service Advisors are responsible for providing excellent customer service experience at their OneWater store. They are passionate about delighting customers and achieving or exceeding the customers’ expectations through timely service, done in a profitable and efficient manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Schedules service work, and processes retail, warranty and internal repairs orders efficiently and in a timely manner.

• Maintains repair records for use in supervision or control.

• Manages technician’s workflow and schedules assigned repair orders appropriately.

• Performs detailed write-up of customers concerns and incorporate required work utilizing “Complaint, Cause & Correction” on each repair order and provide timely estimates for customer approval.

• Collaborate with the service manager to improve internal processes, workflow, and operational efficiency.

• Builds and maintains positive customer and manufacturer relationships to strengthen customer loyalty, increase referrals and enhance dealer reputation.

• Helps to maintain the flow and distribution of supplies and parts; assist in determining the type of materials, supplies, machinery, equipment or tolls to be used or parts to be bought, stocked, and sold.

• Resolves customer complaints or concerns in a timely manner and always looks for ways to better serve our customers.

• Obtains warranty or service contract approvals in a timely manner.

• Effectively communicates with customers on a timely basis, keeping the customer proactively informed of the status and completion of their repairs.

• Performs quality control checks on finished boats, assuring completion of repairs & cleanliness.

• Participates in the appraisal of technician productivity and efficiency for the purpose of recommending promotions or other changes in status; assists in interviewing, selecting, and training of technicians.

• Monitor and implement legal compliance measures.

SKILLS

• Excellent interpersonal and communication skills
• Ability to build and maintain customer relationships
• Ability to manage service schedules and appointments
• Ability to prioritize tasks in a fast-paced environment
• Detail-oriented with accurate documentation and reporting
• Efficient in managing workflow and ensuring customer expectations are met

• High school diploma or equivalent (required)
• Minimum of 2-3 years of experience in a customer service or service advisor role, preferably in the automotive, marine, or related industries preferred
• Experience working in a service department (marine service experience is a strong advantage)
• Knowledge of marine equipment, boats, engines, and parts (strongly preferred)
• Familiarity with basic marine maintenance and repair terminology

Use the table / checklist below to indicate what is required of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Use the table / checklist below to indicate the environmental conditions and physical demands of the position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position operates exclusively in an indoor office environment with controlled temperatures. (Y/ N )

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