Service Appointment Coordinator

Service Appointment Coordinator

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards. If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!

We are looking for a part-time Service Appointment Coordinator to process incoming dealership appointment requests received through Zendesk. This role involves reviewing customer and vehicle details, then accurately scheduling appointments across dealership systems and websites. Attention to detail and comfort switching between multiple platforms are key here.

What You Will Do:

• Monitor incoming dealership service appointment requests through Zendesk.
• Review customer, vehicle, dealership, requested service, date, and time information.
• Locate the corresponding appointment request in the internal CarRX Admin platform.
• Access the appropriate dealership scheduling website or platform.
• Search for existing customer profiles using information such as phone number, email, or VIN.
• Enter customer and vehicle information when it is not already available in the dealership system.
• Select the appropriate requested services based on the information provided.
• Schedule appointments based on the customer's requested date and time and available dealership slots.
• Follow established business rules when the exact requested appointment time is unavailable.
• Submit appointment requests when a dealership does not provide real-time scheduling availability.
• Capture appointment confirmation information and attach supporting screenshots when required.
• Update appointment statuses in the internal platform and ensure the corresponding Zendesk ticket is properly completed.
• Identify missing information, unavailable services, scheduling issues, dealership website problems, or other exceptions.
• Escalate unusual or unresolved cases to the appropriate internal team.
• Occasionally contact a dealership by phone when online appointment scheduling is not available.
• Process requests accurately and within the expected service levels.
• Communicate recurring system or dealership issues when patterns are identified.
• Follow documented workflows while maintaining a high level of accuracy and consistency.

Must Haves:

• Strong attention to detail and accuracy.
• Comfortable performing repetitive data-entry and back-office tasks.
• Ability to work efficiently across multiple browser-based applications and websites.
• Good general computer skills and ability to learn new systems quickly.
• Ability to follow documented processes and business rules consistently.
• Good judgment to identify when a case falls outside the standard process and requires escalation.
• Strong organizational and time-management skills.
• Ability to work independently in a remote environment.
• Reliable written and verbal English communication skills.
• Comfortable handling customer and vehicle information responsibly.
• Availability to work Sunday through Thursday, 10:00 AM to 3:00 PM Pacific Time.
• Availability for approximately 25 hours per week.

Nice To Haves:

• Previous experience in data entry, back-office operations, administrative support, or similar operational roles.
• Experience working with Zendesk or another ticketing/customer support platform.
• Experience working with CRM, scheduling, reservation, or appointment-management systems.
• Previous exposure to automotive, dealership, maintenance, or service-related workflows.
• Experience working with multiple external websites or vendor systems as part of the same operational process.
• Experience working under service-level expectations or processing high-volume transactional requests.
• Basic familiarity with VINs, vehicle makes/models, or automotive service terminology.

Perks And Benefits:

• Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget.
• Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews.
• Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm.
• Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands.
• Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized.
• Well-being & support: access local well-being programs and people-focused support tailored to your location.