Automotive Service Coordinator

7 days ago

Troy, Michigan, United States Chevrolet Of Troy Full time
Job Summary

We are seeking a highly motivated and customer-focused Service BDC Representative to join our team at Chevrolet of Troy. As a key member of our service department, you will be responsible for delivering exceptional customer experiences through efficient appointment scheduling, effective communication, and a commitment to excellence.

Key Responsibilities:
  • Customer Interaction: Manage inbound service phone calls in a courteous, professional, and friendly manner, demonstrating excellent communication skills to address customer inquiries, concerns, and service requests effectively.
  • Appointment Scheduling: Efficiently and accurately schedule service appointments for customers, ensuring proper allocation of service department resources and adherence to established service timelines.
  • Customer Database Management: Utilize our customer relationship management (CRM) system to record and update customer information, service history, and appointment details for smooth workflow management.
  • Service Recommendations: Collaborate with service advisors and technicians to relay relevant information to customers regarding recommended maintenance or repairs based on manufacturer guidelines or identified issues.
  • Upselling Opportunities: Identify potential upselling opportunities and communicate them tactfully to customers, highlighting additional services that may enhance their vehicle's performance and safety.
  • Follow-Up and Feedback: Initiate post-service follow-up calls to customers to ensure their satisfaction and gather feedback to enhance our service quality continuously.
  • Team Collaboration: Work closely with the service advisors, technicians, and other team members to coordinate schedules, address operational challenges, and maintain seamless service operations.
  • Documentation: Maintain accurate records of customer interactions, appointment details, and any relevant notes in the CRM system for future reference and reporting.
  • Continuous Improvement: Stay updated on automotive industry trends, product knowledge, and service offerings to provide customers with up-to-date information and exceptional service.
Qualifications and Skills:
  • High school diploma or equivalent; additional education or relevant certifications in customer service or automotive fields are a plus.
  • Proven experience in customer service, preferably in an automotive service setting.
  • Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
  • Strong organizational and time management skills to handle multiple calls and appointments efficiently.
  • Proficiency in using customer relationship management (CRM) software and scheduling tools.
  • Knowledge of automotive maintenance and repair services is advantageous.
  • Ability to remain calm and composed under pressure while delivering exceptional customer service.
  • A positive attitude, strong work ethic, and a passion for providing excellent customer experiences.

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