Service Appointment Coordinator

Job Description

Job Description

Who We Are

Green's Toyota of Lexington began in 1966 with one thing in mind, to build a dealership based on honesty, integrity and professionalism. 50 plus years later, we still have those same goals in mind. 

About the Role:
We are seeking a motivated and customer-focused Service Appointment Coordinator to join our dynamic team. The ideal candidate will be the first point of contact for our service department, handling inbound and outbound calls, scheduling appointments, and ensuring a seamless and positive customer experience. This role is vital for driving service business, maintaining customer relationships, and contributing to the dealership's overall success. The ideal candidate will act as the first point of contact, answering high-volume incoming calls (by the 3rd ring), scheduling service appointments, and managing customer communication via phone, email, and text. This role requires a positive, "laid-back" demeanor under pressure, strong multitasking skills, and the ability to work both in a small office team setting and independently. 

What We Offer

• Health, dental, vision insurance
• Life insurance
• Short and long term disability
• Accidental and critical insurance
• 401K
• Paid time off
• Employee discounts
• Employee Gym

Responsibilities

• Answer all incoming service phone calls with a high level of professionalism.
• Relief switchboard operator 
• Schedule service appointments accurately and efficiently using dealership software
• Confirm scheduled appointments and perform outbound follow-up calls for due, recalls, and  overdue services 
• Actively listen to customers, answering their questions, and directing them appropriately as they request.
• Obtain and verify customer and vehicle data prior to arrival.
• Respond to customer inquiries via email and web leads.
• Communicate clearly and effectively with Service Advisors and technicians to ensure a smooth workflow.
• Maintain knowledge of service specials, factory recalls, and other manufacturer communications. 
• Advise maintenance recommendations.
• Direct calls to the appropriate team members or departments as needed
• Comfortably handle cash, check, and credit card payment transactions for service advisors, stepping in to assist without being told as part of a small, collaborative team

Qualifications

• 1 - 2 years customer service, call center, or automotive scheduling preferred ( will train the right person)

• Ability to absorb new information and processes quickly in a dynamic, fast-paced environment 

• Manage and respond to customer inquiries via phone, email, and text with speed and accuracy.

• Quickly learn and navigate various software systems, including CRM (e.g., CDK, VinSolutions), to look up recalls, customer service history, and service plans
• Demonstrating sincere understanding and patience, especially when dealing with upset or stressed customers.
• A laid back positive demeanor, and staying cool and friendly even during busy periods

• Strong computer skills, including Outlook, Excel and Word (and preferably dual-screen experience)

• Strong customer service background and problem solving 

• Actively listen to customers and resolve concerns professionally. Turn complaints into opportunities for customer satisfaction, without taking complaints personally 
• Maintaining a positive and professional demeanor, even in negative situations

• Ability to work cooperatively with the service and other internal teams. 

• Outstanding verbal and written communication skills with professional phone etiquette.

• Work well in a small office atmosphere 

• Able to work well with as a team and individually 

• Sit for long periods of time and staying on task 

• Attendance/dependability is essential and be on time with reliable transportation, and be flexible with hours ( include alternating Saturdays) 

• Clean driving record and valid driver’s license

• Will submit to a pre-employment background check & drug screen

• Must be available 10:00am - 630pm Monday through Friday and alternating Saturday's (working alone) 7:30am - 3pm.