Automotive Service Coordinator
3 months ago
**Job Summary**:
- To coordinate and manage customer relations including interacting with customers in the dealership who are there for service or parts, on the phone and online.
- Must be able to work in a fast paced environment and respond to customers immediately.
- Prior telephone experience and skills a must.
- Must be customer oriented, a self-motivator, and exemplify exceptional phone skills
- Excellent communication skills and the ability to interact with customers and staff.
**Primary Tasks**
**Incoming Service Calls / Outgoing calls**
- Answer all incoming calls in a timely & professional manner
- Retrieve voice mails on an hourly basis
- Return customers within 2 hours
- Study customer history before making telephone calls
- Keeps a file on telephone follow-up successes
- Redirect appointments phone calls to booking centre
- Missed Service Appointments - contact customer within 30 mins of the missed appointments time and reschedule
- Record and document customer complaints and notify service manager immediately
- Any customers who are in service and their car is older than 5-7 years are potential leads for the sales department. Service Coordinator MUST contact Sales Manager to give them the potential lead
- 5 - 6 years is a good lead
- 7 years and older is a HOT lead
**Online Chat**
- Respond to service inquiries from online chat
**Concierge**
- Deal with customer problems and queries
- Helping customers with various services
- WiFi internet access set-up
- A listing of local restaurants
- A listing of shopping nearby
- Detailed information about bus routes, subway stations
- Setup Uber for service client on demand
**Miscellaneous**
- Back up receptionist when necessary
- Log and keep track of loaner vehicles
- Log and keep track of all rental sublets
- Reconcile Uber receipts
- Prepare daily sales reports
- Manage tire storage, prepare daily tire storage orders
- Follow-up with insurance/warranty parties for outstanding payments
- Pre-scan upcoming appointments
- Weekends required
- Assist Service Manager with administrative tasks as required
**Perform other duties as required.**
Schedule:
- Monday to Friday
- Weekends as needed
**Experience**:
- Dealership: 1 year (preferred)
- Customer service: 1 year (required)
Work Location: In person
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