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Service Coordinator

2 months ago

Dover, United States Parkway Ford Lincoln CDJR Full time
Job DescriptionJob Description

 

We are looking for a Service Coordinator (SC) to serve as a specialized, highly trained & skilled member of the Service Client Care Center. The Service Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients; Special Order Parts (SOP) notifications; “we owes” scheduling calls and any additional outbound calls requested by management.

The SC must possess outstanding communication skills, a cheerful and enthusiastic disposition, and the ability to speak articulately. In addition, the SC must display great work ethics, project a “can do” attitude in the face of change, enjoy conducting outbound telephone calls with enthusiasm and support the goals and vision of the team. To complete ServiceMastery™ certification training, the Service Coordinator must pass certification testing with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days. During the first 6 weeks of training, a Service Coordinator must not miss more than 1 day for any reason.

Benefits:

  • 401k
  • Profit Sharing
  • Paid holidays
  • Vacation
  • Discounts
  • HSA, Medical, Dental/Vision
  • Incentive Programs

Primary Job Responsibilities:

  • Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with the service team.
  • Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest’s questions.
  • Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
  • Using the Blueprint KnowledgeDrive™ to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor. 
  • Being punctual to work and when returning from lunch and break with a full adherence to set schedule.
  • Following the “Client Care Center Policies and Procedures” manual.

 

Requirements:

  • The ability to work flexible hours during Service Department operating hours, to possibly include Saturdays.
  • Mastering all training materials provided in the ServiceMastery™ Certification training provided by Blueprint, Inc. which includes, but is not limited to, specific call guide strategies, word tracks pertaining to overcoming specific client questions and objections. 
  • Proficient operational software techniques for DMS, Service CRM and any additional dealer-specific software. 
  • Having the aptitude & desire to develop a solid understanding of product information related to all brands, vehicles and all maintenance/repair services provided by the service department(s).
  • Willingness to develop an understanding of and adhering to Client Care Center “Policies and Procedures Manual”  
  • The ability to meet or exceed all Key Performance Indicators 

 

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.