Service Writer

Description

Boater’s World Marine Centers is seeking an organized, customer-focused Service Writer / Marine Service Advisor to join our Service Department in Lake Placid, Florida.

The Service Writer serves as the primary point of contact between customers and our marine technicians, helping coordinate service appointments, repair orders, estimates, and communication throughout the repair process.

We’re looking for someone who can balance excellent customer service with strong organization, attention to detail, and the ability to keep a busy Service Department moving efficiently. Previous marine dealership experience is preferred, but candidates with automotive, powersports, RV, or similar service advising experience are encouraged to apply.

WHAT YOU’LL DO

CUSTOMER SERVICE & COMMUNICATION

• Greet service customers and assist with scheduling maintenance, diagnostics, and repairs
• Listen to customer concerns and accurately document reported issues and requested services
• Explain recommended repairs, maintenance services, estimates, and expected completion timelines
• Provide timely updates regarding repair progress, parts availability, and changes to estimated completion dates
• Respond professionally to customer questions, concerns, and service-related issues
• Build strong customer relationships that encourage repeat business and customer satisfaction

REPAIR ORDERS & SERVICE COORDINATION

• Create, update, and manage repair orders using Lightspeed or applicable dealership management systems
• Accurately document customer concerns, technician findings, recommended repairs, and customer authorizations
• Prepare service estimates and communicate labor, parts, and repair costs to customers
• Coordinate with technicians and the Service Manager to prioritize work and maintain efficient shop workflow
• Monitor open repair orders and follow up on outstanding work, approvals, and parts requirements
• Work closely with the Parts Department to confirm availability and coordinate special orders
• Review completed repair orders for accuracy before customer invoicing and pickup
• Assist with warranty documentation and manufacturer-related service processes as needed
• Coordinate customer pickups and ensure completed units are ready for delivery

SERVICE SALES & DEPARTMENT SUPPORT

• Recommend appropriate preventative maintenance and additional services based on technician findings and manufacturer guidelines
• Identify opportunities to improve customer satisfaction and Service Department efficiency
• Maintain accurate customer records, service histories, and repair documentation
• Support departmental goals related to labor sales, repair order completion, customer satisfaction, and service profitability
• Assist the Service Manager with scheduling, administrative tasks, and other operational needs

WHAT WE’RE LOOKING FOR

• Previous experience as a Service Writer, Service Advisor, Service Coordinator, or similar customer-facing service position
• Strong customer service, communication, and organizational skills
• Ability to explain mechanical repairs and service recommendations clearly to customers
• Experience preparing estimates, managing repair orders, and coordinating service appointments
• Ability to manage multiple customers, repair orders, and deadlines in a fast-paced environment
• Comfortable using computers, dealership management systems, and Microsoft Office
• Strong attention to detail and ability to maintain accurate service documentation
• Ability to communicate effectively with technicians, Parts personnel, and management
• Professional attitude with the ability to handle customer concerns and difficult situations
• Valid driver’s license with an acceptable driving record
• Ability to work full-time on-site in Lake Placid, Florida

Requirements

• Previous marine dealership or marine service center experience
• Service advising experience in automotive, powersports, RV, or equipment dealerships
• Experience using Lightspeed or a comparable dealership management system
• Familiarity with Yamaha, Mercury, Suzuki, or other marine engine manufacturers
• Basic understanding of outboard engines, marine maintenance, diagnostics, and repairs
• Experience with warranty claims, service estimates, and repair order processing
• Experience recommending preventative maintenance and additional service work

WORK ENVIRONMENT & SCHEDULE

• Full-time, on-site position at our Lake Placid dealership
• Work performed primarily in a dealership office and Service Department environment
• Regular interaction with customers, technicians, and dealership employees
• Ability to work dealership business hours, including Saturdays as required
• Ability to remain organized and productive while handling multiple service requests

BENEFITS

• Medical, dental, and vision insurance
• Life insurance
• 401(k) with company match
• Paid time off
• Employee discounts
• Training and professional development
• Career advancement opportunities within Boater’s World Marine Centers and Outdoor Network

EQUAL EMPLOYMENT OPPORTUNITY

Boater’s World Marine Centers is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs without regard to any characteristic protected by applicable law.