Wally Castro Marine is a growing business in the premium Marine segment located in Puerto Rico, representing top worldwide brands like Boston Whaler, Azimut, Riviera, Pardo and many others. With more than 40 employees and around double-digit revenue growth in the last 3 years. Business is expanding and diversifying strongly with 2 new locations to be implemented along 2024, including a new service facility & warehouse and a new dealership location. A new product brand and an online sales process for parts is part of the diversification goals. There is also a long-term expansion project for the next 3 years bringing great growing opportunities to the management team. Position will report to the Service Manager and have competitive compensation and benefits.
This position is responsible for the following processes:
· Consumer calls about boat problems, identification of key issues and reporting it into a job to be performed.
· Interface with Service team to provide information about customer issues and help identify the necessary resources to solve the problems.
· Follow up problem resolution and jobs in progress keeping internal systems updated and communicating progress to customers.
· Closing jobs once problems are solved reporting accurate usage of parts and labor.
· Support identifying if the job is performed under warranty or under customer expenses.
· Generating invoices to be sent to customers or to warranty advisors to handle it with boat manufacturers and component suppliers.
· Communicate internally with Sales, Service, Parts, Mechanics, Finance to make sure all the involved parts have the necessary information for their specific tasks.
· Use of CRM tool to open, track and close jobs.
· Participate in daily and weekly meetings to follow up workload progress and report critical cases, delays, resources needed to manage workload.
Background and skills:
· At least 5 years of proven experience in Customer Service role in premium segments – marine, automotive, aviation, …
· Good analytical and organization skills
· Capable of handling negative feed backs and stress keeping a positive communication
· Self-driven and efficient handling multiple cases with sense of urgency
· Strong communication and teamwork
· Spanish and English speaking required.
Compensation / Working Hours:
· Salary: $39,000 annually
· Working hours from Monday-Friday 8:00am to 5:00pm
Job Type: Full-time
Benefits:
Employee discount
Paid time off
Shift:
8 hour shift
Day shift
Work Days:
Monday to Friday
Experience:
Warranty Service Advisor: 1 year (Preferred)
Marine Service Advisor: 1 year (Preferred)
Automotive Service Advisor: 1 year (Required)
Ability to Commute:
Fajardo, PR 00738 (Required)
Work Location: In person