Customer support

Job Details

Description

OVERVIEW : The Customer Success Support position is responsible for growing FANS scores and ensuring that the

dealership exceeds the greatest expectations of our customers.

FUNCTIONS :

• Customer Expectation Assurance
• Sales Staff & Sales Event Support
• Service Customer Satisfaction Support
• Insure that personal conduct meets or exceeds standards established by MarineMax

Make Boating Easy"

RELATIONSHIPS :

• Reports directly to the General Manager / Sales Manager
• Works directly with Sales Team to assist in all sales functions
• Works cooperatively and supportively with the staff of all MarineMax locations

PRIMARY RESPONSIBILITIES :

Customer Success Assurance

• Detect and Resolve Customer Expectation Issues
• Promote an attitude of customer accommodation and support for all MarineMax patrons
• Resolve any customer complaints to the customer's satisfaction in accordance with company policy and managerial direction

Sales Support

• Provide exceptional customer service and assistance for boat deliveries and demonstrations
• Provide boat handling and operation assistance to MarineMax boat owners as directed
• In coordination with MarineMax management execute tasks daily as requested
• Pick up and return of customer watercraft as needed for customer accommodation
• Help necessary to optimize the ability of the sales staff to maximize sales opportunities
• Assist the Service department as needed for customer accommodation

Marketing Support

• Assist in maintaining a professional presentation of the products represented by MarineMax
• Maintain current boat price signage in showroom
• Inspect showroom inventory daily for proper presentation and cleanliness Arrange cushions and canvasCall for repairs as neededClean minor footprints and stains as observed - call for prompt detail as needed
• Routinely inspect outside inventory and call out items needing detail or attention of any kind
• Assist in other marketing functions as needed Event planning & setupBoat Shows Transport boats to and from showsParticipate in event set up and tear downProvide any assistance necessary or requested

Personal Development

Participate in all MarineMax training.

Expense Control

• Document in detail the amount and purpose of all expenditures (misc. purchase orders and receipts required)
• Document all fuel expenditures with receipts showing IDS unit stock numbers and description of expense type (customer delivery, demo boat, etc.)
• Report damage requiring repair and routine maintenance required for all inventory and demonstration equipment promptly with a complete assessment of parts and labor needed to return equipment to service or to a sellable condition

Housekeeping / Facility Maintenance

• Help to insure the proper maintenance and appearance of the facility and product displays daily and report any actions required to General Manager
• Take measures needed to keep the new, used and demo units clean, attractive and safe
• Keep personal work area clean, neat and organized
• Maintain good personal hygiene and grooming. Adhere to the MarineMax sales department dress code

Availability

• Be physically present and execute all duties during the hours of operation established and assigned
• Tend to personal business and errands at times other than established and assigned hours of operation
• Coordinate all absences with the supervisor and post a message at the sales office calendar showing departure and your expected time of return plus a phone contact

Key Result Areas :

• Individual effectiveness will be measured by review of the performance criteria below : Internal / external customer satisfaction / FANSProfessional telephone and face-to-face contact with all customers and team membersProfessional representation of MarineMaxAccurate and timely completion of all paperworkSuccessful boat shows, Getaways! trips, and other off-site promotional eventsTimely and accurate completion of all administrative tasks
• 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.

Last updated : 2024-09-20