Customer Delight Specialist

POSITION TITLE:
Customer Delight Specialist

REPORTING TO:
Director of Service Operations

LOCATION:
Hagadone Marine Center

ABOUT HAGADONE MARINE GROUP:
Hagadone Marine Group represents The Hagadone Corporation's nautical business interests in retail boat sales, service, construction, storage, and recreation throughout North Idaho, Spokane, Western Montana and the Inland Northwest

KEY RESPONSIBILITY AREAS:

• Establishing and maintaining a strong working relationship with Service Advisors and Production Manager
• Communicates effectively with clients to ensure repeat and return customers
• Maintain tidiness and organization in the sales office and administrative operations.
• Ability to multitask and flexibly prioritize roles.

MAJOR DUTIES:

• Administrative:

• Greet, welcome, and offer direction and amenities to clients as they enter the premises.

• Operate the phones and main telephone line hospitably and effectively by answering each call within two rings, transferring calls to the appropriate individual or department, and/or taking and communicating messages as needed.

• Assist Service in customer call log system and phone standard operating procedure.

• Provide basic and accurate information in-person and via phone or email.

• Document customer concerns and complaint and facilitate a resolution with the Director of Service Operations

• Service & Sales Support:

• Assist Service with phones and customer requests

• Ability to read work order requests and ensure that boats are efficiently and effectively moved for technician haul/launch schedules

• Maintaining 100% accurate Master Schedule and Launch Master entries

• Maintain appointment drawer, call customers to confirm appointments, reschedule as necessary

• Check-In clients dropping off boats, ensure all relevant registration numbers, hull numbers and trailer names are updated and accurate in Dockmaster

• Communicating frequently and clearly, keeping an updated tracking system so that the Service and Sales departments can locate a boat when necessary

• Perform other clerical receptionist duties such as filing, photocopying, and building building reports

• Outbound calling to customers care program

• Good knowledge of all Google based requests forms, applications and sheets including: Parts request, Estimate request, Boat Movement request and check-in sheets

• Use and maintain the HMG standardized system for boat movement

• Assist in Sales and service events and assist with boat shows.

• Interdepartmental Relationships

• Establish and maintain effective working relationship with all dealership personnel;

• Establish and maintain a cooperative relationship with Production Department for efficient management of boats in service and to resolve customer complaints;

• Assist with inspection and information verification with every boat and trailer

• Provide updates from Production to Service Advisors on the statuses of their tech projects

• Work directly with the Service Production Manager, Shop Foreman, and Haul/Launch team to coordinate all boat and trailer movement.

• Attend boat EXPO and other special events as needed.

• Operations & Housekeeping

• Actively participate in training courses to maintain technical and non-technical job knowledge and skills;

• Maintain department service records including repair order file;

• Keep the dealership neat, clean and organized at all times;

• Maintain an even traffic flow by quickly moving boats to appropriate locations;

• Help maintain service displays;

• Show respect and care for dealership equipment

REQUIREMENTS & PHYSICAL DEMANDS

• Previous Customer Service experience
• Working knowledge of boats, parts and components
• Steady, pleasant temperament with strong customer service skills
• Multitasking and time-management skills, with the ability to prioritize tasks.
• Results-oriented
• Able to work an average of 40 hours per week.
• Able to work a variety of shifts, which include weekends, nights, days, and holidays.
• Good health and physical mobility
• Wear issued uniforms with Hagadone Marine Group logos and Black or grey pants or shorts

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Application Question(s):

• Are you available to work weekends?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: One location