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Internal Service Coordinator

1 month ago

Toronto, Ontario, Canada Downtown AutoGroup Full time
Internal Service Coordinator/Delivery Specialist

We are seeking a highly skilled and organized Internal Service Coordinator/Delivery Specialist to join our team at Downtown Ford and Lincoln. As a key member of our service department, you will play a crucial role in ensuring the smooth operation of our service department and delivering exceptional customer experiences.

Key Responsibilities:
  • Service Coordination:
    • Coordinate the internal flow of vehicles through the service department, ensuring timely completion of required repairs and maintenance.
    • Liaise between service advisors, technicians, and other departments to ensure all vehicles are prepared and ready for customer delivery.
    • Ensure all pre-delivery inspections (PDI) and vehicle detailing are completed to the highest standards.
    • Monitor the status of service jobs and provide timely updates to the service team and management.
    • Manage the scheduling and assignment of internal repair orders, ensuring workload is balanced across technicians.
    • Ensure all warranty repairs are processed accurately and efficiently.
  • Delivery Specialist:
    • Manage the vehicle delivery process for customers, ensuring a smooth and seamless experience.
    • Review and explain service or maintenance work that has been performed on vehicles to customers during the delivery process.
    • Conduct final inspections of vehicles prior to delivery, ensuring they meet dealership and manufacturer quality standards.
    • Provide customers with an in-depth explanation of their vehicle's features, ensuring they are comfortable with its operation before they leave the dealership.
    • Address any last-minute concerns or questions customers may have before or during the delivery process.
    • Ensure all documentation related to vehicle delivery is complete and accurate, including service reports, warranties, and customer satisfaction surveys.
    • Facilitate vehicle trade-ins, ensuring proper documentation and inspections are completed.
  • Customer Service:
    • Maintain high levels of customer satisfaction by addressing customer needs and ensuring all services are completed to their expectations.
    • Communicate with customers regularly throughout the service and delivery process to provide updates and manage expectations.
    • Handle any customer complaints or concerns with professionalism and escalate to management when necessary.
  • Administrative and Reporting:
    • Maintain accurate records of all service orders, warranty claims, and vehicle deliveries.
    • Generate reports on service department performance, including turnaround times, vehicle status updates, and customer satisfaction metrics.
    • Assist in maintaining the dealership's inventory of vehicles by ensuring timely preparation and availability for sale or service.
    • Ensure compliance with all dealership, manufacturer, and regulatory policies and procedures.
Requirements:
  • Education: High School Diploma or equivalent;
  • Experience: Previous experience in an automotive service or customer service role is required; experience in a dealership environment is preferred.
  • Knowledge: Strong understanding of automotive service processes, vehicle maintenance, and dealership operations. Familiarity with manufacturer warranty processes and dealership management software (DMS).
  • Skills:
    • Excellent communication and customer service skills.
    • Strong organizational and multitasking abilities.
    • Ability to work collaboratively with various departments and staff.
    • Attention to detail, especially in vehicle inspections and documentation.
    • Proficiency in using computers and office software (MS Office Suite).
    • Licenses/Certifications: A valid Ontario driver's license is required; a clean driving record is essential.
What We Offer:
  • Impactful Work: Every day presents new challenges and opportunities to make a difference.
  • Career Growth: We're committed to helping our team members grow their careers with us - we believe in promoting from within.
  • Community: Be part of a team that's as passionate about cars as you are, in one of the most vibrant cities in the world.
  • Competitive Pay: Attractive salary with opportunities for overtime and bonuses.
  • Comprehensive Benefits: Health, dental, and vision coverage, along with a Parts & Service Discount and a generous Vehicle Purchase Program.
  • Professional Development: Ongoing training opportunities to keep your skills sharp and your career on track through our DAG Academy.
  • Modern Facility: Work in a clean, organized, and well-equipped shop that prioritizes safety and efficiency at our state-of-the-art Autoplex.
  • Positive Work Environment: Be part of a supportive and friendly team that values your contribution.