Service Coordinator

OVERVIEW

The Service Coordinator/Administrator is responsible for providing support to the Service Manager, Service Advisors and Customers through follow-up and providing feedback, scheduling, and elevating the flow of communication with service customers.

KEY TASKS

Greet customers enthusiastically and determine appropriate team member to assist them. Answer incoming calls in a professional manner and return all customer calls prior to close of business each day. Use reporting tools to identify and contact existing and prior MarineMax customers Demonstrate effective verbal and written communication skills Perform outreach to customers assigned by Service Manager Maintain contact and communication logs daily and share with Service Manager and appropriate Service Advisors Assist Service Team in acquiring new service customers by conducting call and email campaigns to leads obtained through marketing events, boat shows, fishing tournaments, etc. Attend such events as required. Make follow-up calls to customers who have just had service work completed. Schedule appointments for service drop-offs and mobile service Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service Set reminders for additional follow-up when customers defer needed/requested service work to a later date. Communicate customer feedback, positive and negative, to Service Manager and Service Advisors on a daily basis. Follow up to ensure all concerns have been addressed Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors. Provide prompt, detailed and timely flow of all paperwork. Other Duties as assigned

KEY RESULT AREAS

Internal/external customer satisfaction/FANS Timely and accurate completion of work Professional representation of MarineMax Positive working relationship with fellow team members, customers and vendors • MarineMax and its subsidiaries uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities