Service Writer

Service WriterBe the link between the customer and the shopThe Service Writer plays a key role in delivering a high-quality customer experience at Boater's World Marine Centers. This position is responsible for building strong relationships with customers, accurately identifying service needs, and ensuring work is communicated and completed efficiently.You'll act as the bridge between the customer and the service team helping translate issues, manage repair orders, and keep customers informed every step of the way.If you enjoy working with people, staying organized, and being part of a fast-paced service environment, this is a great opportunity.What you'll be doingCustomer ExperienceGreet and assist customers in a professional, friendly mannerBuild strong relationships by delivering a customer-first experienceAssist customers across departments when needed (sales, service, and parts)Maintain a clean, organized, and customer-ready workspaceIdentify and communicate customer service opportunities to managementService Writing & Repair OrdersListen to customer concerns and accurately identify service needsClarify issues by asking the right questions and reviewing maintenance historyConduct basic inspections to support service recommendationsPrepare and write repair orders (ROs) in Lightspeed with clear, accurate detailsEnsure all repair orders comply with company policies and state regulationsObtain customer approvals for all recommended workEstimates & CommunicationDevelop accurate estimates for parts, labor, and additional servicesKeep customers informed on repair status, timelines, and approvalsCommunicate clearly with technicians to ensure proper execution of workFacilitate sublet work when requiredRevenue & Service OpportunitiesPerform thorough walkarounds of incoming units to identify additional service needsRecommend current and future maintenance to customersHelp increase revenue by identifying and presenting additional work opportunitiesRequirements13 years of experience in a Service Writer / Service Advisor roleStrong customer service and communication skills with the ability to build trustOrganized and detail-oriented with the ability to manage multiple repair ordersComfortable working in a fast-paced, high-volume service environmentBasic understanding of mechanical or marine systems preferredExperience using dealership systems (Lightspeed or similar) is a plusAbility to upsell service work and identify additional opportunitiesStrong problem-solving skills and ability to handle customer concerns professionallyTeam-oriented mindset with the ability to work across departmentsReliable, punctual, and able to manage responsibilities independentlySchedule5 days per week, 40 hours per weekSundays always off + one weekday offSaturdays requiredConsistent, full-time schedule with steady workflowCompensationCompetitive base pay with performance-based commission tied to repair orders and service sales