Job Description

Job Title: Service Writer/Advisor
Department: Service
Reports to: Marina Manager

Position Summary

The Service Writer serves as the primary liaison between customers and the Service Department, providing exception customer service while coordinating the service and repair process from initial customer contact through completion and invoicing. This position is responsible for accurately documenting customer concerns, initiating work orders and estimates, obtaining customer approval, coordinating with technicians and service management, communicating repair updates, and ensuring work orders are completed, invoiced, and closed accurately and timely. The Service Writer also supports departmental sales and profitability by referring to service records and visually inspecting boats and motors with the purpose of identifying additional service needs, recommending appropriate repairs and maintenance, and ensuring customers receive clear and professional communication throughout the service experience. This position supports other areas of the marina by referring leads and prospect for potential sales to the sales department.

Company Overview

At Russell Marine, our mission is to be the dealership of choice for recreational boaters. We will sell high-quality boats, boating supplies, accessories; and provide superior service to help create pleasant and memorable experiences for our customers.

Company Core Values

• We do what we say we are going to do
• We are responsible for the land and water
• We treat our customers, employees, and vendors with the utmost respect
• We are always active in the community in a positive way
• We are proud of our heritage, our company, and our land
• Our choices are guided with integrity

Essential duties and responsibilities

• Follow all safety rules and regulations while performing work assignments
• Must have outgoing, friendly personality and superior communication service skills
• Initiate work orders and estimates, obtain customer approval, monitor progress, and maintain control of each work order through completion, final invoicing, and closure
• Schedule work to technicians based on experience in the absence of the shop foreman and/or service manager
• Assist in overall service operations by answering phones and assisting customers at the sales counter, and all other related duties to ensure superior customer service levels are maintained
• Assist parts department with weekly cycle counts and inventory management
• Work with integrity and respect for fellow co-workers while following company policy
• Complete all required annual training
• Handles service department filing and records
• Actively participate in training courses to maintain technical and non-technical job knowledge and skills
• Performs other duties as assigned

Qualifications

• The requirements listed below are representative of the qualifications required or preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
• High school diploma or equivalent preferred. Familiarity with marine, auto, RV or powersports dealership operation is a plus. Knowledge of boats, parts, and components
• Proficient in Microsoft Office Suite (Word, Excel, Outlook); ability to learn dealership specific programs and systems
• Strong multitasking and organizational abilities with attention to detail
• Professional verbal and written communication skills with a friendly, approachable demeanor. Comfortable handling of multi-line phone system and interacting with a wide variety of customers
• General understanding of marine terminology, boating lifestyle, and dealership flow. Willingness to learn about products, services, and customer needs specific to the marine industry
• Demonstrate patience, professionalism, and a positive attitude in customer interactions
• Able to remain composed during busy periods or challenging customer situations
• Reliable, punctual, and trustworthy. Displays a proactive attitude, takes initiative, and works well independently as part of a team
• Weekend work required
• Ability to pass pre-employment background and drug screenings
• Valid vessel and driver#39;s license and acceptable driving record

Work environment and physical demands

The work environment and physical demands listed below are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities.

Work environment: The noise level in the work environment is usually medium loud to loud. Work is done in an office, on a boat, on the dock, in a retail space, and in a service shop

Company Benefits

• Access to medical, vision, health, and life insurance
• 401k options
• Generous paid time off (vacation/sick/personal) paid holidays
• Competitive wages
• Discounts on gear
• Boat usage perks
• Opportunities to grow within the company

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