Service Coordinator

OVERVIEW: The Service Coordinator 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 RESPONSIBILITIES:

• Greet customers and determine appropriate team members 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 can 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.
• 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

PHYSICAL REQUIREMENTS:

Physical requirements for a Service Coordinator are generally sedentary but involve active office mobility. Key physical demands include: 

• Posture & Mobility: Sitting for up to 7 to 8 hours daily, with occasional standing, walking around the office, or navigating stairs.
• Dexterity: Continuous use of hands and fingers for typing, writing, and using office equipment (e.g., handling papers, binders, and controls). 
• Lifting & Carrying: Occasional lifting or carrying of 10 to 20 pounds. Tasks typically involve moving boxes of copy paper, supplies, or files.
• Reaching & Bending: Periodic bending, crouching, or kneeling to retrieve or file documents from low drawers or top shelves
• Vision: Close vision, color vision, and ability to adjust focus to read documents and view computer screens.
• Communication: Clear speaking voice to converse in person and over the telephone, alongside good hearing to take messages and assist team members and customers

KEY RESULTS:

• Customer satisfaction and enthusiasm/FANS
• Timely & accurate completion of paperwork
• Positive working relationships with fellow team members, customer and vendors