Customer Service Advisor

SUMMARY:

The Dealer Service Advisor role provides primary support to all retail and dealer service customers. While they represent the products through the warranty lifecycle, the objective is to create a brand loyalty unmatched in the industry. The roles provide service direction and warranty authorization to any/all related cases, while documenting the necessary information in the case management system(s).

Barletta’s culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a “zero harm” work environment, we actively promote and encourage behaviors that align to our Values: 1) Treat everyone like family, 2) Always do the right thing, and 3) Relentlessly pursue excellence and our Leadership Expectations: 1) Connect with Purpose, 2) Execute with Excellence and 3) Build the future.

JOB RESPONSIBILITIES:

1. Service Inquiry Resolution:

• Answer and resolve service questions related to maintenance, operation, service center locations, warranty, and roadside assistance.

1. Case Documentation:

• Fulfill accurate case documentation, covering the Three C’s of service, all correspondence, labor, payment, and follow-up.

1. Project Leadership:

• Lead and direct intra-departmental projects, including recalls, campaigns, and service bulletins.

1. Training and Development:

• Maintain a personal annual training schedule to stay updated on industry standards and product knowledge.

1. Ownership of Service Cases:

• Take ownership of most service-related cases (warranty, policy, goodwill, service support) from the initial inbound call to resolution and documentation.

1. Process Monitoring and Improvement:

• Monitor intra-departmental process documentation and contribute suggestions/improvements for continuous enhancement of customer service.

1. Team Learning:

• Develop and coordinates processes to grow and develop the service organization, such as peer issue resolutions, case sharing, and decision-making.

1. Escalated Cases and Issue Resolution:

• Lead on escalated case/product issues, providing direction and advice with diplomacy to achieve mutual resolution.

1. Complex Problem Resolution:

• Lead in the resolution of complex field service and warranty problems, including providing troubleshooting direction.

1. Warranty Part Orders and RMA Processing:

• Process warranty part orders and Return Material Authorizations (RMA’s).

1. Supplier Engagement:

• Proactively engage with suppliers to resolve design/performance-related warranty problems, providing service direction and managing payment requirements.

1. Labor Time Guide Support:

• Support the continued improvements to the Labor Time Guide.

1. Technical Documentation Review:

• Review technical documentation and provide input to engineering, purchasing, production, and suppliers.

QUALIFICATIONS: 

• Technical degree in Marine Tech or equivalent work experience
• Strong and consistent attention to detail

• Natural mechanical aptitude
• Self-motivated with the ability to stay on task
• Versatile, flexible, and a willingness to work within constantly changing priorities 
• Creative and innovative team player
• Intermediate computer skills are required
• Proficient in Microsoft Office Suite 
• Strong:

• Communication skills, verbal and written
• Public speaking ability
• Interpersonal skills
• Organizational, problem-solving, and analytical skills

• Some travel required