Job description

True North Marine is an industry-leading Full Service Shipyard, Marina and Dockside Service Company. We service both power and sail recreational vessels in the Clear Lake, Galveston, and surrounding areas of Texas where boating is a year-round adventure. Our market is considered the 3rd highest concentration of recreational vessels in the US, and is located just minutes from the Houston metropolitan area on Galveston Bay.

Our premier shipyard includes a 75 metric ton Marine Travel Lift, a haul out slip and in-the-water work slips. The work slips allow our technicians the ease to work on-site with full access to the service shop and parts department. The recently constructed marina has 36 covered boat slips designed for 25’-35’ fishing/sport vessels along with 80 dry storage spaces for trailer-able boats and an accessible boat ramp.

We provide mechanical, electrical, electronic, HVAC, plumbing, and other systems installation, repair, and preventive maintenance services.

True North Marine is dedicated to the growth of our business as well as the growth of our employees. We value principled team members who are interested in continued growth opportunities. We offer excellent benefits and highly competitive pay. True North Marine realizes that the right people are integral to the success of our organization, and we heavily invest in both on-the-job and formal off-site training for our crew.

We are looking to add a motivated Customer Support Specialist to our high-volume Service Department. This position is the first point of contact for our customer and acts as a liaison between our Customers and Service Department.

The Customer Support Specialist works with customers to capture issues experienced aboard their boat and work with the Service Advisor to create work orders for our Marine Technicians. They also record customer’s goals and desires in relation to equipment installations and upgrades we perform. The Customer Support Specialist is also the primary point of contact for our customers to obtain information to set up new accounts, provide status updates and authorizations to proceed with repairs for work in process. They also will work together with the Parts Department, Shipyard Operations, and Service Department to establish and maintain an effective and efficient work flows.

The Customer Support Specialist is not expected to be a technical expert. They should, however, strive to obtain a proficient working knowledge of our industry in order to technically communicate clearly with our customers. They should rely on other staff members when technical expertise is required and learn to recognize these situations when dealing with customers.

Job Duties:

• First point of contact for our customers – Primary person responsible for answering calls routed to our Service Department
• Set up new customer profiles – Record accurate customer data, including names, addresses, vessel makes, models, names, locations, etc., as well as credit card information.
• Insure customers receive and execute TNM’s work authorization agreement prior to commencing work on their vessel.
• Record accurate information provided by the customer concerning details of problems, symptoms, malfunctions, and other details about goals and desires for installations and upgrades.
• Contact customers with updates and for approvals to invest more time in in-process jobs.
• Utilize the Work Order Manager and Parts Order Tracker to record job status updates and authorizations and other communications with customers in real time in order to provide visibility and efficient communication with other members across the TNM organization.
• Provide customer updates, via phone and/or email
• Maintain customer updates on work orders
• Work closely with the General Manager, Service Manager & Project Manager to insure a high level of customer service for TNM customers
• Assist in other areas of business operation, as needed

Skills necessary to perform job duties:

• Excellent verbal and written communication skills
• Must be detail oriented and highly organized
• Diligence in completing job tasks
• Ability to work in fast paced environment
• Proficient computer and typing skills
• Quickbooks knowledge preferred
• Ability to deal with challenging customers and customer service situations
• Able to maintain a positive attitude in sometimes stressful situations
• Communicate clearly and effectively with other TNM staff, management, and technicians
• Good email management skills to prioritize responses

Job Type: Full-time

Pay: $16.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person

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