Service Appointment Coordinator

Job Description

Job Description

Job Summary:

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

*****This particular position will focus on the "Service Porter" tasks but will also include assisting Service Advisors, as well*****

The Service Porter will focus strongly on assisting the Service Advisors with delivering service customer cars to Technicians, delivering customer cars from shop to Recon/Wash bay, and assisting Service Advisors with other tasks throughout the shift.

Essential Job Duties and Responsibilities: (Additional duties as assigned)

• 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, 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.

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
• The dealership reserves the right to add to or revise an employee's job duties at any time at its sole discretion.
• This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.