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Appointment Coordinator/customer Agent Specialist

8 months ago

Ottawa, Canada Jim Keay Ford Lincoln Full time

The Appointment Coordinator/Customer Agent Specialist reminds customers of required service appointments, reschedules no shows and promotes dealership campaigns and special events.

**Job Details**
- Greets customers in a friendly and courteous manner;
- Demonstrates tact and diplomacy when dealing with customer complaints;
- Listens to customer needs and takes appropriate action;
- Gives customers his or her full and undivided attention;
- Keeps detailed records of all interactions with customers;
- Handles all customer queries and concerns with a genuine interest in resolving issues;
- Makes reminder calls for service appointments;
- Updates CRM after every contact with a customer; verifies all information in PBS system;
- Ability to follow standard operating procedures;
- Maintains a positive attitude in a high-stress environment;
- Able to work independently and in a team;
- Presents a polished and professional image;
- Invested in increasing and improving skills;
- Stays up-to-date on dealership training programs
- Is knowledgeable about features, specials and updates and offers these to customers;
- Actively maintains the cleanliness of personal and team workspaces;
- Provides backup support to Service Advisors during leaves and lunch breaks; and
- Stays up-to-date on all health and safety related training.

**Specific Skills**
- Strong product knowledge
- Excellent time management skills
- Effective written communication skills
- Excellent interpersonal skills with an engaging and upbeat attitude.
- Excellent verbal communication.
- Organized and an attention to detail
- Ability to work in a team environment to achieve common goals
- Flexible and open to change; initiative to take on special tasks when needed
- Ability to solve difficult or complex problems
- Ability to plan and prioritize multiple tasks at one time

**Education & Experience**
- High school diploma or the equivalent
- Strong product knowledge
- Ideally two (2) years minimum experience in a similar role
- PBS system Knowledge an asset
- Microsoft Office (Word, Excel, Outlook)

**Job Types**: Full-time, Permanent

**Salary**: $21.00-$24.00 per hour

**Benefits**:

- Casual dress
- Company events
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Schedule:

- Day shift
- Monday to Friday

**Education**:

- AEC / DEP or Skilled Trade Certificate (required)

**Experience**:

- customer service: 1 year (required)

Work Location: In person