Now Hiring: Customer Service Representative

2026-02-12T07:59

Are you passionate about the marine industry and delivering a first-class customer experience? Petzold’s Marine Center in Portland, CT is looking for a proactive, detail-oriented in-house Customer Service Specialist to join our team. This pivotal role ensures our boat buyers enjoy a seamless ownership journey while helping us grow our warranty and service operations.

Ready to apply? Please send your resume and cover letter to Dominic Valente at dominic@petzolds.com.

Why This Role Matters

At Petzold’s, we don’t just sell boats; we build lifelong relationships. The Customer Service Specialist is the bridge between a boat purchase and a lifetime of service. You will be the primary advocate for our customers, managing the warranty process, educating owners on winter storage, and transitioning them smoothly into our long-term service programs.

By turning warranty administration into a "profit center" rather than a "nuisance," you will directly impact the growth and reputation of our marina.

Key Responsibilities

Warranty Expert: Submit claims with precision, fight for OEM coverage, and manage the lifecycle of every claim to ensure the company and the customer are taken care of.
Customer Relationship Manager: Act as the main point of contact for new and used boat buyers. You’ll troubleshoot issues, explain coverage clearly, and ensure every customer feels heard.
Revenue Driver: Upsell aftermarket upgrades (like SeaDek, electronics, or underwater lights) and promote winter storage to ensure our bays stay full and our customers' boats stay protected.
Service Coordination: Work hand-in-hand with our Service Manager to schedule technicians, generate repair orders, and fill in for service writers when needed.
Quality Control: Collaborate with technicians to QC boats prior to delivery, ensuring every vessel leaves our care in top shape.

What We’re Looking For

Experience: 2+ years in customer service (Marine, Automotive, RV, or heavy equipment experience is a major plus).
Communication: Ability to remain professional and calm, even when navigating difficult conversations with upset customers or negotiating with manufacturers.
Detail-Oriented: You’re a pro at paperwork, serial numbers, and claim requirements. Nothing slips through the cracks.
Tech Savvy: Proficient in Microsoft Office and comfortable learning CRM/Service software.
Hustle: A self-starter who can manage downtime by organizing haul-out lists or cold-calling customers to maximize technician routes.

Expected Impact

Success in this role means increased warranty penetration, higher revenue from aftermarket upgrades, and maximum occupancy for our winter storage facilities. You aren't just an administrator; you are a key player in our sales and service ecosystem.