Service Appointment Coordinator

Service Appointment Coordinator

This position is responsible for assisting the Service Manager, Service Advisors, and other co-workers with the day-to-day operation of the Service Department. The Service Appointment Coordinator will handle in/outbound calls and appointment setting for customers.

Essential Job Duties and Responsibilities:

• Takes incoming calls from customers with high level of customer service
• Schedules appointments for service
• Obtains customer and vehicle data prior to arrival when possible
• Establishes customer's payment method, obtain credit approval if necessary
• Notify Service Advisors of incoming work
• Handles telephone inquiries regarding appointments and work in process
• Follows all Service Appointment and Service Customer Handling Processes as written
• Completes all appointments per written process
• Reports all customer concerns directly to Service Management
• Follows up with customer prior to service visit per written process
• Performs other duties as apparent or assigned
• Determine customer's primary concern and schedule the necessary appointments
• Establish and maintain great customer relationships that encourage repeat and referral business.
• Work as a team player and uphold the company's standards of professionalism and integrity.
• Develop and maintain a knowledge base of the evolving products, services and needs of the dealership.
• Answer incoming customer calls promptly and professionally
• Document conversations and update customer records after each interaction
• Sets service appointments

Required Experience and Education:

• High school diploma or equivalent
• Driver's License
• Customer service experience
• Previous clerical or administrative experience is a plus
• Ability to learn basic computer programs and processes
• Excellent phone etiquette
• Advanced communication and organizational skills

Required Skills and Attributes:

• Strong interpersonal and communications skills and the ability to understand and handle sensitive and confidential information.
• Ability to prioritize and organize work in a multitasked environment.
• Excellent verbal and written communication skills.
• Attention to detail.
• Strong organizational skills including the ability to manage multiple projects and details simultaneously.
• Strong analytical ability to gather and summarize data, find solutions to various administrative problems, and prioritize work.
• Ability to work productively in a fast paced, stressful environment.

Equipment, Machines and Software Used:

• Computer software: Microsoft Office to include Word, Outlook, Excel, and CDK.

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, use hands to finger, grasp, handle or feel, push, pull, reach, crouch, bend, kneel, climb, and perform repetitive motions of the hands and/or wrists.

Hazards and Safety Precautions:

• Hazards: Slips, trips and falls, ergonomic injuries, and occasional lifting.
• Safety Precautions: Breaks are encouraged to allow for stretching and training is provided covering slips, trips, and falls, safe lifting and stretching techniques.