Responsive recruiter

Benefits:

Free uniforms
Opportunity for advancement
Paid time off
Training & development
Vision insurance
401(k) matching
Bonus based on performance
Company parties
Competitive salary
Dental insurance
Employee discounts

Bridge Marina is seeking a Service Writer to support and service the guests of our distinctive Service Department on Lake Hopatcong. Our marina is known for its friendly clientele and collaborative, team-oriented environment, where we take pride in delivering exceptional service and care to boaters.

The Service Writer is the guests' partner in helping them stay on the water, or get back on the water. The Service Writer is also the team's partner in making sure Bridge Marina can do the right work, the right way, at the right time, and keep our boats on the water.

In your role you will be the person our service guests know and trust, the person they call when they need to get something done. You will greet and care for our service guests face to face and by phone, text and email, keep them informed at every step of their service, and write and sell the work their boats need, properly, honestly and clearly, so our team can perform it. You will also help communicate the repair needs to the repair team so they can be effective, and you will source and track the parts our technicians need so the work can be completed on schedule. This role helps make our Service Team look as great as it is.

You will not carry the whole department; our Service Manager owns the schedule and leads the technicians. Your seat owns the guest, the paperwork and the parts, and when those three are straight, the whole department runs well.

You will need a strong emphasis and energy in customer care, follow-up that is accurate and timely every day and daily organization and details. Service selling at Bridge Marina is consultative: we seek to understand the guest's needs and desires, and we offer honest options and the right decision for the guest. Our guests stay with us because we have built trust.

The candidates for this role will have experience in customer service and service writing work, very good computer ability, and a calm, caring manner with guests, not only when the news is good, but also when the news is not good. An awareness of boats and how guests enjoy them is important; we will train our systems, our software, and our consultative manners.

A significant part of this work is computer work, phone work, and customer interaction. It also requires being outdoors in seasonal weather around the marina and on the water.

Our team is welcoming, engaged, caring and respectable and we are seeking new teammates who fit in this culture. You will also work closely with our technicians, the yard team, and our Operations team, who will feel supported by your work. Working in a marina, and Bridge Marina, is unlike other roles you may have had. You will have access to fun perks like boating opportunities, 'staff events on the water', as well as rewarding times on and around the water working with a great team.

Is this you?

You are the person people trust with the details. If you say you will call back, you call back. If a part is arriving Thursday, you know it, the technician knows it, and the guest knows it.
You are good with people, including worried people. A guest whose boat just broke on the first warm weekend of the year is not having a good day. You can hear that, stay calm, and still get the facts straight.
You are quick and accurate on a computer, and you do not think of paperwork as the boring part. Around here, good paperwork is how a guest's problem turns into work we can solve.
You can talk with a technician in the yard and a guest on the phone in the same ten minutes, and both walk away feeling understood.
You might be doing this work today under a different name: service advisor at an auto or RV shop, a parts counter, the front desk somewhere busy, or the office person everybody relies on. If this sounds like you, please reach out. We can teach you our systems, our software, and how we sell. What we cannot teach is the character under it: honesty, calm, and follow-through, every day.

Some responsibilities,

Greet service guests in person and by phone, text and email; listen carefully and record each guest's concern in their own words.
Open, maintain and close work orders completely and accurately, so a technician can begin work and an invoice can be written without searching for missing information.
Consult our technicians and Service Manager on repair options; translate them into plain language a guest can decide on, or a technician can execute on.
Sell and write service work consultatively: explain recommended work and honest options, prepare honest written estimates, gain guest approval before work proceeds, and re-approve any changes.
Keep every guest informed: return all calls, emails and texts the same business day, and update guests at intake, estimate, change, delay and ready for pickup, so guests always hear news from us first.
Source, order, track and expedite parts for scheduled work; keep parts status current on every open job and advise guests and technicians of any change the same day it is known.
Prepare and issue invoices within one business day of completed work; handle service records and payments accurately.
Complete and submit work records, notes and follow-ups: log completed-work calls, follow up recommended and declined work in season, and maintain guest and boat records.
Coordinate drop-offs, pickups and boat movement requests with our Service Manager and Operations team so the schedule, the yard and the paperwork agree.
Check that technicians' notes, photos and records are complete each day and advise our Service Manager of any gaps.
Follow strategies, policies and procedures as directed.

Some skills, knowledge, and characteristics for this role are:

Very good communication skills: active listener, gives full attention to and understands others and communicates for self in verbal or written word. Always asking questions and seeking to understand others.
Guest and customer service: friendly, courteous, calm and caring for providing personal and customer service.
Organization: regularly and accurately records notes and maintains information about guests, boats, projects and work required or completed; handles and organizes multiple requests through documented systems so no details are misplaced or forgotten; seeks to organize and plan personal work to accomplish goals, especially follow-ups.
Attention to detail: careful about detail and thorough in completing work. Accuracy under seasonal pressure is the craft of this role.
Consultative selling: helps each guest reach the right decision for them. No pressure, and no surprises.
Computer and systems ability: fast, accurate and current in service software, email, texting and web tools; our systems are our department's memory, and this role keeps them true.
Parts awareness: ability to identify, source, order and track parts, and to learn marine parts and vendors.
Mechanical and boating awareness: an interest in things mechanical and in boating; awareness of boats, engines and how our guests use them, and the desire to keep learning marine service skills.
Teamwork: develop constructive, supportive, and cooperative relationships with teammates in all departments; our technicians should feel backed up and supported by this role.
Positive and supportive outlook for self and others. Enjoys teamwork.
Patience, determination, self-awareness, accountable.
Accountability working independently as well as on a team.
Dependability: being reliable, responsible, dependable, and fulfilling needs.
Initiative: guiding oneself without constant supervision and getting things done.

Bridge Marina core competencies are the defining skills and capabilities that give Bridge Marina advantages over our competitors. With our focus on highest level of guest satisfaction with every experience, as a teammate you will be expected to have knowledge and skill in each core competency and apply great understanding to each activity undertaken.

Workplace Safety: Understands the risks that come with the environment and takes the proper and proactive steps necessary to ensure safety.
Guest Focus: Appreciates our guests, their situations, perceptions, desires and expectations and attends to their needs in effort to build enduring relationships with the highest level of satisfaction.
Personal Leadership: Takes responsibility for actions, behaviors, and commitments. Seeks to expand own capabilities and strength. Develops and utilizes positive leadership traits to guide the direction of own efforts.
Dependability: The quality of being trustworthy and reliable.
Initiative: The ability to assess issues and initiate effective solutions independently.

A few honest words about fit: We would rather be straight with you now than learn this together in the middle of the season:

If bad news makes you put off the phone call, this job will be hard on you. Our guests hear news from us first, good or bad, and in this seat a lot of that news is yours to deliver.
If details slide when things get busy, the busy season will find that out. Spring launch and fall haul-out are busy, and staying accurate when it is busy is most of the craft here.
If people drain you, be honest with yourself about that. This is a people job that happens to use a computer, not a computer job with the occasional person.

Requirements

Customer service and office, records or service writing experience; service advisor experience in marine, automotive, RV or powersports service is preferred, and candidates with the right character from related guest-facing work are encouraged. We will train our systems, our software, and our consultative manner of selling.
Very good computer, email and writing ability, shown in the hiring process.
Parts sourcing, parts counter or purchasing experience preferred, or clear ability to learn it.
Thorough attention to detail and follow-through.
Valid clean automobile driver's license.
NJ Boating certificate and boating experience preferred.
Good health and physical mobility.
Ability to pass a pre-employment background/drug screen.
Full time year round Mon-Fri schedule approximately 8:30a-5:30p with some overtime.

What a good first season looks like: guests ask for you by name. Every guest hears back the same business day. Work orders are complete enough that a technician can start work without hunting for missing information. Invoices go out within one business day of completed work, and work a guest decides to put off is written down and followed up in season, not forgotten.

We offer health care benefits, retirement benefits with company contribution, vacation benefits, sick time benefits, and opportunity for added rewards and perks such as boat access, winter holiday breaks, and more. Your starting compensation varies based on your skills, ability, and experience; the starting rate ranges from $26-$32 per hour. Overtime and incentives are available depending on package. Advancement and increases are available and are encouraged!

Bridge Marina does more than just boats; it's a place where people come to learn to boat, to get on the water and to enjoy all the fun, entertainment and exploration boating can offer. We seek teammates who would enjoy working on and around the water, working with boats and boaters, and being around fun and energizing people. Each team member at Bridge Marina brings skills and passion to a fun, challenging and ever-changing environment on the water.

Bridge Marina inspires boaters of all abilities to get on the water. You can feel the energy and enthusiasm when you step onto our docks on a sunny summer afternoon or step into our Service Department during repair, launch or haul season. We have a team of diverse hospitality focused people who provide boat service, boat sales, boating club, boat training, boat rentals, slip services and more in Lake Hopatcong and Sandy Hook New Jersey. Our team and company provides one of the most unique and inspiring boating experiences in the industry.

Learn more about us online at www.bridgemarina.com or on Facebook, Instagram or TikTok @bridgemarina. We look forward to connecting with you.

Compensation: $26.00 - $32.00 per hour

About Bridge Marina:
Bridge Marina has been helping boaters for over 65 years, and it is not just about boats. Bridge Marina is a place where people come to learn, get on the water, and enjoy the fun, entertainment, and exploration that boating offers. We have helped thousands of boaters get on the water. We're looking for teammates who relish the idea of working on and around the water, with boats and boaters, and being part of a fun and energizing community.

(if you already have a resume on Indeed)

Or apply here.

* required fields

First Name*

Last Name*

Email*

Phone*

Text me updates about my application

Yes No

Message and data rates may apply. Message frequency varies. Reply STOP to opt out. Reply HELP for help. See our User Terms of Service and Privacy Policy for details.

Location

Address

City

States