Service Department Coordinator

5 days ago

Myrtle Beach, South Carolina, United States Mercedes Benz of Myrtle Beach Full time
Service Department Appointment Coordinator

The Krause Auto Group has been a leader in the automotive industry for over 30 years, and our success can be attributed to our commitment to customer and employee satisfaction. We recognize the value of every employee, regardless of position, and strive to create a supportive and inclusive work environment. We offer opportunities for growth and development, promoting from within and celebrating individual success stories. Our diverse portfolio consists of 12 brands across 4 states, providing a unique and exciting work experience.


Job Summary:

As a Mercedes-Benz Service Department Appointment Coordinator, you will play a vital role in delivering exceptional customer service and ensuring a seamless experience for our Mercedes-Benz owners. You will be responsible for managing inbound and outbound communication with customers, scheduling service appointments, and maintaining a high level of customer satisfaction.


Key Responsibilities:
  • Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and assistance regarding service appointments, vehicle maintenance, and service-related inquiries.
  • Schedule service appointments for customers, optimizing appointment availability and coordinating with the Service Manager and Service Advisors to ensure efficient workflow.
  • Maintain a database of customer information, ensuring accuracy and confidentiality of customer records.
  • Follow up with customers to confirm appointment details.
  • Address customer concerns and escalate complex issues to the appropriate department for resolution.
  • Provide exceptional customer service by actively listening to customer needs and delivering a personalized service experience.
  • Assist in making outbound calls to inform customers that special order parts have arrived, service promotions or recalls that apply to their vehicle, and to offer previously declined services.
  • Collaborate with the service team to ensure smooth customer handovers and vehicle drop-offs.
  • Continuously update knowledge of Mercedes-Benz vehicles, services, and dealership processes.

Qualifications:
  • High school diploma or equivalent; post-secondary education is a plus.
  • Prior customer service experience, preferably in an automotive or service-related industry.
  • Excellent communication and interpersonal skills.
  • Strong computer skills and proficiency in customer relationship management (CRM) software.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Detail-oriented with excellent organizational skills.
  • A passion for providing exceptional customer service and a genuine interest in the automotive industry.
  • Knowledge of Mercedes-Benz vehicles and services is a plus.

What We Offer:
  • Free Health Insurance Option Available
  • 401k Match Options Available
  • HSA company match contribution
  • Dental and Vision Insurance Available
  • Paid Vacations, Holiday Pay, PTO pay
  • Career advancement opportunities, promote from within
  • Discounts on products and services
  • Family owned and operated
  • Long term job security

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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