Eric Scott
Valrico,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Service Advisor
Lazydays RV Of Tampa
02.2022 - Current
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested additional services to customers in order to meet upsell goals.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
Service Manager
Gables Motorsports
07.2021 - 02.2022
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed department processes and procedures to boost customer satisfaction.
- Negotiated with vendors to secure best prices for parts and supplies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Service Manager
Power Source Marine
10.2013 - 04.2021
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed department processes and procedures to boost customer satisfaction.
- Negotiated with vendors to secure best prices for parts and supplies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Service Technician
Bullfrog Creek Marine
03.2011 - 10.2013
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Explained diagnostic findings to customers and outlined repair or service options.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Evaluated systems according to predetermined checklist and noted issues.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Worked with diverse types of weather and ground conditions.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
Education
No Degree - Marine Mechanics
Mercury Marine
Orlando, FLNo Degree - Aviation Support
US Navy
San Diego, CASkills
- Repair Quality Inspections
- Handling Customer Complaints
- Work Order Interpretation
- Customer Consulting
- Conflict Resolution
- Service Order Flow
- Speaking
- Process Improvement
- Workflow Management
- Attention to Detail
- Excellent Communication
- Quality Inspections
Timeline
Service Advisor
Lazydays RV Of Tampa
02.2022 - Current
Service Manager
Gables Motorsports
07.2021 - 02.2022
Service Manager
Power Source Marine
10.2013 - 04.2021
Service Technician
Bullfrog Creek Marine
03.2011 - 10.2013
No Degree - Marine Mechanics
Mercury Marine
No Degree - Aviation Support
US Navy
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