Customer Service Specialist

Ridge Marina 450 Ridge Marina Way, Alexander City, Al 35010

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Position Description

I. Role
The role of Customer Care Specialist is to make sure that Marina customers maintain a superior level of satisfaction with services provided. In doing so, we will demonstrate high company standards and dedication while striving to surpass those expected by our customers. The Customer Care Specialists continuously works to please current Russell Marine customers and attract those who are not. This will include but is not limited to:
A. Being a source of knowledge for Marina customers, allowing them to have one point of contact within the marina system. This would require establishing trust and rapport with customers and Marina employees.
B. Working with disgruntled customers and discovering what aspects contributed to the situation at had (i.e. improper delivery, unclean boats, poor sales experience, quality/upholstery problems, service error, poor CSI scores etc.) Working collectively (manager, sales staff, service technicians, dockhands, etc.) to discover what is needed to resolve the problem leave the customer satisfied.
C. Acquiring the knowledge and skills that would enable you to assist in all departments (service, sales floor, rental boats delivery, etc.) within the marina when extra staff is needed.
D. Showing extra care i.e. sending Thank- you, sympathy, congratulation, … phone calls/ cards to customers when the occasion arises.
E. Manages and trains dockworkers to properly handle customers at the gas dock or with the movement of their boat for storage.

II. Standard Duties
A. Service Follow-up
1. Call each and every customer when a work order is completed. Purpose of call is to inform the customer that work has been completed
a. Ask for their input on their input on their service experience
b. Inform them of any Marina specials that maybe of interest to them.
c. Thank them for their patronage.
2. Call each customer that has a warranty repair performed on their boat, PWC or trailer.
a. Inform them exactly what was done to their vessel.
b. Thank them for their confidence in our staff and allowing us to serve them.
c. Inform them that they will receive a follow-up survey from the manufacturer and ask for the highest ratings.
d. Ask them if there is anything that could be improved upon with their service experience.
e. Let them know that for all returned CSI's Russell Marine will donate $50.00 to Children's Harbor in their name.
3. Inform and discuss all customer issues, questions or concerns with Management and relay back to the customers to their satisfaction.
4. Document all follow-up, responses and complaints in G2-CRM for future review.

B. Sales Delivery/Follow-up
1. Assist salesman in sale progression, if needed, including but not excluded to, maintaining conversation if salesman has to step away to gather items or information, offering a drink, making copies, finding applicable sales books, etc.
2. Be present upon most sale deliveries, introduce yourself, learn their boat, take picture, and document all relevant information in CRM.
3. Perform courtesy call to each boat, motor, and trailer purchaser. Thank customer for patronage; inquire on their personal experience with the dealership; get their suggestions on improvements; inform them of any CSI's that they maybe receiving and ask for the highest ratings. Inform them that all returned CSI surveys Russell Marina will donate $50.00 to Children's Harbor in their name.
C. CSI's- Post Sale CSI, Engine CSI, Service CSI.

Type: Full-time