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:

• Service Inquiry Resolution:
• Answer and resolve service questions related to maintenance, operation, service center locations, warranty, and roadside assistance.
• Case Documentation:
• Fulfill accurate case documentation, covering the Three C's of service, all correspondence, labor, payment, and follow-up.
• Project Leadership:
• Lead and direct intra-departmental projects, including recalls, campaigns, and service bulletins.
• Training and Development:
• Maintain a personal annual training schedule to stay updated on industry standards and product knowledge.
• 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.
• Process Monitoring and Improvement:
• Monitor intra-departmental process documentation and contribute suggestions/improvements for continuous enhancement of customer service.
• Team Learning:
• Develop and coordinates processes to grow and develop the service organization, such as peer issue resolutions, case sharing, and decision-making.
• Escalated Cases and Issue Resolution:
• Lead on escalated case/product issues, providing direction and advice with diplomacy to achieve mutual resolution.
• Complex Problem Resolution:
• Lead in the resolution of complex field service and warranty problems, including providing troubleshooting direction.
• Warranty Part Orders and RMA Processing:
• Process warranty part orders and Return Material Authorizations (RMA's).
• Supplier Engagement:
• Proactively engage with suppliers to resolve design/performance-related warranty problems, providing service direction and managing payment requirements.
• Labor Time Guide Support:
• Support the continued improvements to the Labor Time Guide.
• 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

COMPENSATION AND BENEFITS:

Compensation is based on past job history, knowledge and experience.

Medical/Rx

Dental

Vision

Short and Long-Term Disability

Company Paid Life Insurance and AD&D

Voluntary Life Ins, Accident and Critical Illness

401k with match

Employee Stock Purchase Program