A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
President Position Summary Kings Cove Marina is seeking an organized, customer-focused Marina Dockage Coordinator to coordinate our wet-slip, dry-storage, PWC, and winter-storage customer operations. This position manages the dockage and storage customer process, including inquiries, space assignments, agreements, customer and vessel records, billing coordination, insurance documentation, renewals, and ongoing customer service. The Marina Dockage Coordinator also serves as a central point of coordination among Dockage, Sales, Gas Dock, Service, Accounting, Maintenance, the Marine Store, and Marina management. Success in this role requires excellent organization, accuracy, communication, professional judgment, and follow-through. Primary Responsibilities Dockage and Storage Administration Coordinate wet-slip, dry-storage, PWC, and winter-storage assignments. Assist customers in identifying appropriate spaces based on vessel dimensions, availability, operational requirements, and Marina policies. Maintain accurate records of available, occupied, reserved, and assigned spaces. Coordinate renewals, new-customer assignments, transfers, cancellations, boat changes, ownership changes, and other customer updates. Maintain waiting lists and prospective-customer information when applicable. Refer nonstandard arrangements and significant exceptions to the Operations Manager. Agreements, Billing, and Records Prepare, distribute, review, and maintain dockage and storage agreements and related documents. Confirm that agreements contain complete customer, vessel, insurance, signature, and payment information. Create and maintain accurate customer, vessel, dockage, storage, billing, and contact records. Process or coordinate invoices, payments, deposits, account questions, and billing corrections. Maintain approved rates and billing codes in DockMaster or other designated systems. Coordinate delinquent accounts, unusual payment arrangements, and significant account discrepancies with Accounting and management. Protect confidential customer and financial information. Insurance and Marina Compliance Monitor vessel insurance information and obtain updated documentation when required. Follow up with customers regarding missing agreements, expired insurance, unpaid balances, or other incomplete requirements. Maintain working knowledge of Marina Rules and Regulations. Document and coordinate customer compliance matters. Refer repeated violations, policy exceptions, significant disputes, or liability concerns to the Operations Manager. Customer Service and Facility Coordination Serve as a primary contact for current and prospective dockage and storage customers. Respond to questions regarding space availability, agreements, billing, Marina services, policies, and facilities. Handle complaints professionally and coordinate resolution with the appropriate department. Follow through on customer matters until they are resolved or transferred to the responsible person. Observe docks and customer-use areas for unsafe conditions, damage, maintenance concerns, or rule violations. Report safety concerns promptly and coordinate authorized repairs with Maintenance, Service, contractors, and management. Issue and maintain customer access cards or other Marina credentials. Sales and Gas Dock Coordination Assist Sales with dockage and storage arrangements for boat purchasers. Coordinate customer, vessel, insurance, billing, and space-assignment changes resulting from boat sales, trades, or ownership changes. Help coordinate launch, haul-out, commissioning, delivery, and storage requirements associated with boat sales. Assist with Gas Dock customer service and operational coordination. Coordinate Gas Dock matters involving customer accounts, transactions, supplies, equipment, maintenance, and facilities. Promptly report fuel-dock safety concerns, spills, equipment failures, and customer incidents. General Marina Support Provide reasonable office, receptionist, and Marine Store support as operating needs require. Assist with Marina communications, customer programs, promotional activities, and special events. Maintain working knowledge of Marina emergency procedures. Communicate safety hazards and emergencies promptly and assist within the employee's training and assigned authority. Perform other related duties reasonably assigned by the Operations Manager or President. Schedule This is an on-site, full-time position. Seasonal weekends, schedule flexibility, and extended hours may be required during busy Marina periods.
Compensation and Benefits Pay:
$19.23-$25.96 per hour, equivalent to approximately $40,000-$54,000 annually based on a full-time schedule. Starting pay will be based on relevant experience and qualifications. Benefits available to eligible employees include medical, dental, and vision insurance and participation in the company's 401(k) retirement plan. Benefits begin following applicable waiting periods and are subject to the eligibility requirements and terms of each plan. About the Role The Marina Dockage Coordinator is expected to provide consistent, professional customer service while maintaining accurate records and effective communication across Marina departments. The position coordinates routine operational matters within established policies and refers significant pricing, contractual, financial, safety, compliance, or customer-relations issues to management. This posting describes the position's primary responsibilities but is not intended to identify every task that may be assigned. Duties may change as Marina operations, technology, and customer requirements evolve.
Requirements:
Qualifications The successful candidate should have: Previous customer-service and administrative experience. Experience working directly with customers or the public. Strong organization, accuracy, and follow-through. Ability to manage multiple priorities and seasonal deadlines. Professional written and verbal communication skills. Ability to handle complaints and difficult customer situations appropriately. General knowledge of office administration, business records, billing, or bookkeeping. Sound judgment and the ability to recognize matters requiring management involvement. Ability to work independently while coordinating effectively with several departments. Sufficient computer skills to learn Marina-management, customer-management, billing, document-management, spreadsheet, email, access-control, and point-of-sale systems. Marina, boating, hospitality, property-management, dealership, sales-support, storage, or similar customer-service experience is preferred but not required.
