<p>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.</p> <p>KEY TASKS:</p> <ul> <li>Greet customers and determine appropriate team member to assist them. </li><li>Answer incoming calls in a professional manner, helping to return all customer calls prior to close of business each day. </li><li>Use reporting tools to identify and contact existing and prior MarineMax customers </li><li>Assist with departmental expenses and P-Card submissions </li><li>Process and track PO's </li><li>Demonstrate effective verbal and written communication skills </li><li>Maintain service personnel certification logs to ensure departmental compliance </li><li>Perform outreach to customers assigned by Service Manager, to include new and used boat purchasers/FANS and current and former service customers. </li><li>Maintain contact and communication logs daily and share with Service Manager and appropriate Service Advisors </li><li>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. </li><li>Make follow-up calls to customers who have just had service work completed. </li><li>Schedule appointments for service drop-offs and mobile service </li><li>Assist Service Team by taking incoming calls during peak periods </li><li>Utilize G2 DMS to identify prior service work performed, Service Advisor assigned, and dates of prior service </li><li>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 </li><li>Set and adhere to reminders for additional follow-ups when customers defer needed/requested service work to a later date. </li><li>Communicate customer feedback, positive and negative, to Service Manager and Service Advisors. Follow up to ensure any concerns have been addressed. </li><li>Send thank you cards to customers who have had service work completed. </li><li>Send birthday cards to customers who have had service work completed. </li><li>Communicate with the customer during repairs and coordinate customer pick-up on behalf of Service Manager and Service Advisors. </li><li>Perform follow-up phone calls and e-mails for FANS </li><li>Provide prompt, detailed and timely flow of all paperwork. </li><li>Other Duties as assigned </li></ul> <p>KEY RESULT AREAS:</p> <ul> <li>Internal/external customer satisfaction/FANS </li><li>Timely and accurate completion of work </li><li>Professional representation of MarineMax </li><li>Positive working relationship with fellow team members, customers and vendors </li><li>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. </li></ul>