Appointment Coordinator

4 days ago

Burlington, Canada Burlington Hyundai Full time

**Position Summary**
- The Appointment Coordinator plays a crucial role in ensuring that the service department runs smoothly and that Burlington Hyundai guests have a positive experience. Reporting to the Service Manager, this_ position will book service appointments, assist management in performing various administrative tasks, oversee all appointments and consult with the management team regarding any discrepancies_._

**Key Relationships**
- Service Manager
- Service Advisors
- Burlington Hyundai Guests

**Duties and Responsibilities**
- Warmly greet all Burlington Hyundai Guests within 20 seconds of them entering the drive-thru (a hello or if you are with a customer or on the phone a quick acknowledgment with eye contact and warm smile)
- Review and confirm all ONLINE booked appointments first thing in the morning - calling the guest to review their needs
- Making all appropriate and detailed notes in CRM system for service advisors
- Make and receive phone calls to schedule and confirm customer service appointments as per vehicle maintenance schedules to maximize shop usage
- Always confirm customer information before hanging up with them (name, address, vehicle, mileage)
- Handle incoming service telephone calls in a prompt, courteous and professional manner
- Contact guests who have received service reminder letters and have not responded.
- Update dealership records as needed
- Contact guests on project basis as required regarding recalls and service campaigns
- Record and report any guest concerns/complaints/suggestions to the service manager
- General filing as required
- Assist with mail outs as required
- Maintain work station in a clean and orderly manner
- Communicate and support other areas of the dealership
- Maintain proper dress and deportment
- Complete assigned tasks on time
- Attend meetings as required
- Take ownership of and successfully resolve problems as required
- Assist with unforeseen & emergent issues as required to the best of your ability

**Metrics and Core Responsibilities**
- Data entry
- Managing guest inquiries
- Follow-up communication
- Customer Satisfaction ensuring guests have a positive experience
- Appointment scheduling efficiency
- Record keeping accuracy ensuring the dealership has an up-to-date database of guest information

**Qualifications**
- Team player
- Coachable and willingness to learn
- Strong communication and computer skills
- Process driven
- Able to multitask proficiently
- Dependable and exceptional time management skills
- Punctual
- Enthusiastic and independently driven
- Winning attitude

**Additional Requirements**
- Dealer pilot and internal training up to date
- Follow Burlington Hyundai’s CORE Values and Vision

**Hours of Work**
- Burlington Hyundai’s general hours of business are between Monday to Saturday, and it is expected that you will work a minimum of 40 hours per week during general business hours.

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