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Service Appointment Coordinator

2 months ago

Helena, Montana, United States Helena Motors Group Full time
Job Description

Job Summary:

The Service Appointment Specialist is a key member of the Helena Motors Group team, responsible for managing incoming service inquiries, scheduling appointments, and providing exceptional customer service. This role requires strong organizational skills, attention to detail, and the ability to communicate effectively with customers and service staff.

Key Responsibilities:

  • Respond to incoming customer calls and emails to schedule vehicle service appointments.
  • Collect relevant information from customers, including vehicle details, service needs, and preferred appointment times.
  • Schedule service appointments in the dealership's scheduling system, ensuring efficient use of service department resources.
  • Provide customers with accurate estimates of wait times and service durations.
  • Confirm appointments with customers, send reminders, and handle any rescheduling requests.
  • Coordinate with Service Advisors and Technicians to ensure that customer expectations are met and that the service department runs smoothly.
  • Follow up with customers after their service appointments to ensure satisfaction and address any concerns.
  • Maintain and update customer records in the dealership's CRM system.
  • Offer information on dealership services, promotions, and recommended maintenance.
  • Handle customer complaints or issues with professionalism and escalate to the Service Manager when necessary.

Requirements:

  • Bachelor's degree or equivalent; some college coursework is preferred.
  • Previous experience in a customer service or administrative role, preferably within the automotive industry.
  • Strong organizational skills and attention to detail.
  • Excellent communication skills, both verbal and written.
  • Proficiency in using scheduling software, CRM systems, and Microsoft Office Suite.
  • Ability to multitask and prioritize tasks in a fast-paced environment.
  • Strong problem-solving skills and the ability to handle customer inquiries with professionalism.
  • A customer-focused attitude with a commitment to delivering exceptional service.
  • Ability to work independently and as part of a team.

Working Conditions:

  • Ability to sit for extended periods and work at a computer.

Working Hours:

This position may require working various shifts, including evenings and weekends, based on dealership hours and customer needs.