Job Description
Job DescriptionDescription:
The Service Writer plays a key role in delivering a seamless and professional customer experience at Boater’s World Marine Centers. This position is responsible for building strong, trust-based relationships with customers needing service, parts, or repower/consignment support, while ensuring every interaction is efficient, friendly, and solution-focused. The ideal candidate thrives in a fast-paced environment, maintains a high level of professionalism, and is committed to delivering exceptional service that promotes customer loyalty and repeat business.
Key Responsibilities
Customer Service
- Greet all customers with professionalism and a positive attitude.
- Provide support across departments (sales, service, parts) to ensure a seamless customer experience.
- Maintain a clean, organized, and professional appearance and workspace.
- Foster strong relationships through clear communication and a customer-first approach.
- Assist with service needs related to both repowers and consignment boats, ensuring clear communication between service and sales teams.
- Identify and communicate customer service concerns or opportunities to management.
- Take ownership of tasks and seek out ways to add value and support team goals.
Service Writing
- Listen to customer concerns, ask clarifying questions, and assess service needs through inspections and vehicle history.
- Prepare accurate repair orders (ROs) detailing customer concerns, diagnosis, and recommended work in Lightspeed.
- Create detailed and accurate service estimates by calculating labor, materials, and parts.
- Keep customers updated on the status of service work, including any changes or required approvals.
- Increase service revenue by identifying and recommending additional work through thorough inspections.
- Coordinate sublet work orders as needed.
- Assist in coordinating service tasks specifically tied to repower projects and consignment units, including timelines, technician scheduling, and documentation.
- Ensure compliance with all Boater’s World Marine Centers policies and state regulations regarding service processing.
Additional Duties
- Be flexible and open to additional responsibilities as assigned.
- Understand that duties may evolve to meet the needs of the business.
Requirements:
- Is familiar with basic combustion engine operation and parts
- Knows and understands general boating products and vehicles
- Can demonstrate good ability to learn and operate new computer systems
- Ability to follow established policies and procedures, as defined by management
- Able to effectively multi-task several job functions at once
- 1-3 years experience as a Service Writer, preferably in a Marine or Powersports dealership/service center
Working Conditions
- Shop environment with potential physical hazards, as well as substantial office conditions
- May be required to work more than 40 hours
Physical Requirements
- Ability to sit for extended periods of time
- Lift up to 50lbs
- Routinely kneel-down, bend-over, and reach to high shelves