Service Writer

Westerly RI

Description

Frank Hall Boat Yard, Inc. is seeking a full time Service Writer to join its expanding team. This is a perfect opportunity for someone with marine industry knowledge looking to enter a customer service role in the marine industry. Overview: Working closely with the Service Manager, the individual will be responsible for scheduling service work, developing quotes and estimates, and writing repair orders. Candidate will maintain records for all service work performed. Ensure timely work completion by service technicians. Coordinate parts orders as needed for service completion. Review chargeable time posted by technicians to ensure accuracy of time and parts entry. Work closely with Service Manager to monitor work orders and generate draft progress and final bills for various service projects. The candidate should possess a marine background with strong customer relations, leadership, organizational, quality control and computer operating skills. Responsibilities & Qualifications: • Answer phones; handle telephone inquiries quickly and courteously. • Listen carefully and ask questions to accurately understand the customer’s needs; identify and describe these needs accurately on work orders. • Maintain a close working relationship with management, technicians and office staff. • Accurately and efficiently write work orders to include repairs, parts, and scheduling. Update and invoice work orders in a timely manner. • Together with the Service Manager, schedule and facilitate service and repair work, assuring availability of technicians, parts, and shop space. • Coordinate with the Parts Department for ordering service parts and supplies required for work order completion. • Maintain high standards of customer service. • Realize, correct, and apologize for mistakes. • Secure customer approval including labor, parts, delivery time, and method of payment or warranty prior to start of work by obtaining customer signatures. • Contact customers regarding additional work that may need to be performed and at completion of work. • Along with Service Manager, sell service and maintenance to customers by referring to service records, inspecting boats, and recommending necessary service. • Maintain a cooperative relationship with the Service Manager to ensure efficient delivery and add-on work. • Complete all related data entry timely and accurately to ensure timely billing. • Document before and after work with pictures and put into Customer Correspondence. • Participate and write quotes after gathering information from technicians and customers. • Other duties as assigned. Customer Service: • Excellent verbal and written communication skills. • Positive attitude and willingness to learn. • Ability to provide exceptional customer service and an understanding of customers’ needs. • Excellent interpersonal and collaborative skills while working both independently and within a team context. • Organizational skills are a must. • Detail oriented and ability to multi task are essential skills. • Ability to use discretion when trusted with confidential and sensitive information or materials. • Eager to engage in a growing, fast paced, and industry-leading company. • Exceptional time management and problem-solving skills. Frank Hall Boat Yard offers a great benefits package (Medical, Dental, Vision, 401K), a competitive salary and positive working environment.