Service Coordinator/Administrator

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 and determine appropriate team member to assist them.

* Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day.

* Use reporting tools to identify and contact existing and prior MarineMax customers * Assist with departmental expenses and P-Card submissions * Process and track PO's * Demonstrate effective verbal and written communication skills * Maintain service personnel certification logs to ensure departmental compliance * Perform outreach to customers assigned by Service Manager, to include new and used boat purchasers/FANS and current and former service customers.

* 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 * Assist Service Team by taking incoming calls during peak periods * Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service * Document all elements of F.O.R.M and notes around customer needs that are able to be obtained and communicate to the appropriate Service Advisor * Set and adhere to reminders for additional follow-ups when customers defer needed/requested service work to a later date.

* Communicate customer feedback, positive and negative, to Service Manager and Service Advisors.

Follow up to ensure any concerns have been addressed.

* Send thank you cards to customers who have had service work completed.

* Send birthday cards to customers who have had service work completed.

* Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors.

* Perform follow-up phone calls and e-mails for FANS * 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.