MARINE SERVICE WRITER Job at ADVENTURE MARINE & POWERSPORTS in Ogden

Adventure Marine & Powersports is seeking a skilled customer focused Marine Service Writer. You’ll be the bridge between our clients and our skilled service technicians ensuring smooth communication and efficient service delivery.

A Marine Service Writer manages customer interactions for boat and motor service, coordinating repairs, providing estimates, and ensuring customer satisfaction. The Marine Service Writer will act as a liaison between customers and the service department, handling inquiries, scheduling, and communication throughout the service process

Responsibilities

A Marine Service Writer is a key liaison between customers and the service department of a marine dealership / repair shop. Their primary role is to ensure smooth communication and efficient service delivery for vessel maintenance and repairs.

Customer Interaction

• Greet customers and actively listen to their service requests and concerns.
• Provide a clear explanation of repair processes and procedures.
• Communicate repair status updates to customers and technicians.
• Answer customer questions and address concerns throughout the service process.
• Ensure customer satisfaction and foster a positive experience.

Service Management and Coordination

• Inspect vessels to identify necessary repairs, safety upgrades, and preventative maintenance needs.
• Create detailed work orders, documenting customer concerns and service requests.
• Schedule service appointments and manage the service queue.
• Coordinate service with technicians, assigning jobs based on skills and expertise.
• Monitor work progress and ensure timely completion of repairs.

Administrative Tasks

• Provide accurate cost estimates for service or repair work, including parts and labor.
• Obtain customer approval for estimates and any additional work.
• Process service orders and prepare invoices.
• Maintain accurate records of service work, customer interactions, and service histories.
• Manage warranty claims and submissions.

Technical Knowledge and Problem Solving

• Possess a basic understanding of marine systems, engines, and equipment.
• Work with technicians to diagnose and troubleshoot issues.
• Explain technical details to customers in a clear and understandable manner.
• Suggest preventative maintenance and safety upgrades.

Preventative maintenance is key, a Marine Service Writer must believe in this concept and apply it to all vessels.

Additional Responsibilities

• Promote the brand and other product offerings.
• Maintain a clean and organized service area.

In essence, a marine service writer plays a vital role in ensuring that marine service departments run efficiently and that customers receive high-quality service.

Qualifications

Qualifications for a Marine Service Writer include a blend of customer service expertise, technical understanding of marine vessels, and administrative skills.

• Understanding of marine systems and terminology - Familiarity with boat engines, electronics, electrical systems, and other components is important for accurately communicating with technicians and explaining repairs to customers.
• Ability to translate technical information for customer understanding - Service writers act as a bridge between technicians and customers, explaining complex repairs in a clear and understandable manner.
• Basic knowledge of marine maintenance and common service issues - This helps in assessing needs, explaining recommended services, and promoting preventative maintenance.
• Proficiency or experience in using LightSpeed software - This is necessary for creating work orders, scheduling appointments, tracking work progress, and processing invoices.
• Strong organizational and multitasking abilities - Service writers manage multiple tasks simultaneously, including handling work orders, scheduling, and communicating with customers and technicians.
• Attention to detail - Ensuring accuracy in work orders, estimates, and customer records is critical.
• Ability to manage workflow and prioritize repairs effectively - This ensures that technicians are assigned appropriate jobs and that customers receive timely service updates.
• Experience in the marine industry - Previous experience in the marine industry is a significant advantage.
• Customer service or sales-related background: Previous experience in roles that involve customer interaction is highly valued.
• Ability to handle difficult conversations and resolve conflicts: Service writers need to be able to navigate challenging situations with professionalism and patience.
• Strong listening skills: Accurately understanding customer concerns is essential for creating detailed work orders and ensuring customer satisfaction.
• Valid driver’s license.

Additional Information

• Up to $45 / hour - DOE
• Health, dental, and vision insurance.
• Employee discounts.
• Opportunities for professional growth and training.