Service Advisor

Pirate Cove Marina has a full-time employment opportunity for a Service Advisor.

Located in Kemptville, Ontario, the dealership is a subsidiary of the Leisure Days RV Group. Leisure Days RV Group is Canada's largest RV dealership network, proudly operating over 28 dealerships across Ontario, Nova Scotia, and New Brunswick, with ambitious plans for future expansion.

Founded in 2003 with the opening of RV Canada in Ottawa, we have grown into a leading, sales-focused organization dedicated to driving results. Our scale and superior purchasing power enable us to provide customers with unmatched access to RV sales, rentals, parts, and services.

As a dynamic and innovative company, we emphasize performance, continuous improvement, and cultivating growth from within. We are committed to providing motivated professionals with opportunities for development and advancement as part of our exciting journey.

**Overview**:
As a Service Advisor in a marina and dealership that sells and services watercraft, you will be answering questions from customers and service providers. You play a key role in understanding and providing proactive and valued solutions, and you will use your knowledge to build and maintain relationships and to understand client problems and explain their needs to staff for satisfactory service delivery. You will schedule appointments, process orders, monitor delivery and handle customer complaints.

**Reports to**: Service Manager

**Key Responsibilities & Accountabilities**:

- Interact with customers, listen to their questions and concerns, and provide timely responses.
- Serve as a link between customers and different departments in the organization.
- Educate clients about the company’s products, services, and offers.
- Schedule appointments, take orders, monitor service progress, calculate charges, and process payments.
- Locate parts using internal computer system.
- Issue purchase orders to external suppliers.
- Be capable of opening and closing all customer paid, warranty, and internal repair orders with management approval.
- Follow procedures for the quick and efficient handling of warranty items, including proper storage of these items.
- Review customer accounts and report changes to internal staff.
- Manage complaints, returns, and resolve customer grievances.
- Record customer details and transactions.
- Assign work to technicians based on skill level and current resource utilization.
- Stay current on parts and pricing to be able to provide customers with up-to-date product knowledge.
- Ensure the shop is compliant with government regulations, safety guidelines and policies.
- Maintain strict adherence to dealership policies on boat care and operation.

**Essential Skills & Qualifications**:

- High school diploma or equivalent.
- Minimum 1 year’s experience in service/service management.
- Knowledge of the marine industry is an asset, specifically an understanding of components and parts.
- Must have proficient English communication skills.
- Mechanical knowledge or repair experience (preferred).
- Proven experience in sales, customer relations, or related positions.
- Excellent communication skills.
- Excellent customer services skills.
- Problem solving and listening skills.
- Patient disposition to resolve conflicts.
- Attention to detail.
- Knowledgeable in industry-specific software.
- Basic accounting skills and knowledge of electronic payment systems.
- Ability to lift up to 50 lbs.
- Ability to work independently and as a team member.
- All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, genetic information, or any other criteria protected by governing law._
- We would like to thank all applicants for applying; however, only those applicants selected for an interview will be contacted. Applications received will be maintained on file for a period of 6 months and may be referenced for future staffing requirements._