Service Appointment Coordinator
3 weeks ago
Key Responsibilities:
Service Appointment Coordinator:
- Phone Management: Answer incoming service department phone calls and inquiries, providing exceptional customer service and support.
- Appointment Scheduling: Navigate the Dealer Management System (DMS) to create and manage customer profiles, add or delete vehicles, and coordinate service appointments for all Service Advisors.
- Accurate Appointment Creation: Ensure service appointments accurately reflect the requested services or customer concerns.
- Multi-tasking: Maintain an organized workflow to ensure timely and quality service for each customer, managing multiple requests simultaneously.
- Information Gathering: Collect necessary information to efficiently dispatch customers to the appropriate personnel, addressing their concerns thoughtfully.
- Service Dispatch: Determine and dispatch vehicles to Quick Lane, Body Shop, Mobile Service, or schedule service appointments based on customer needs.
- Opportunity Identification: Recognize and capture opportunities for vehicle pickup and delivery, enhancing the overall customer experience.
- Service Setup: Coordinate and set up pickup and delivery services for scheduled service appointments.
- Communication: Maintain prompt and clear communication with customers regarding PDEL services, setting appropriate expectations.
- Schedule Coordination: Plan around customer schedules and PDEL driver schedules to ensure smooth operations.
- Customer Service Skills: Strong interpersonal skills with a friendly and approachable demeanor.
- Technical Proficiency: Ability to navigate and utilize the Dealer Management System (DMS) effectively.
- Organizational Skills: Exceptional multi-tasking abilities and organizational skills to manage a busy service environment.
- Problem-Solving: Strong problem-solving skills to address customer concerns and service needs efficiently.
- Communication: Excellent verbal and written communication skills to interact with customers and team members.
- Experience: Previous experience in customer service, automotive service coordination, or related fields is a plus but not required.
- Ability to sit for extended periods while working at a desk or in front of a computer.
- Occasional lifting or moving of items related to service appointments.
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