Customer Experience Coordinator, Service

**REPORTS TO**:
Director of Marketing and Customer Experience

**ABOUT LEEDER AUTOMOTIVE**:
Leeder Automotive is a group of automotive dealerships in Toronto. Our brands include Volkswagen and Acura with a General Motors dealership coming soon. Our head office is located near Wilson Subway Station.

Our mission is to provide our customers with an unsurpassed automotive experience. We combine exceptional customer service with innovative technology in automotive retail to make buying, leasing and servicing vehicles fast, easy and convenient.

We are dedicated to fostering a collaborative and inspiring work environment and we offer a competitive compensation package, benefits, employee discounts, paid time off and professional development throughout your employment.

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The Customer Experience Coordinator, Service, is responsible for booking/generating appointments, ensuring customer retention for our Service departments and providing an exceptional experience for our Service customers.

**DUTIES AND RESPONSIBILITIES**:

- Support customer requests to schedule service appointments.
- Confirm upcoming booked service appointments including the first appointment for all New and Used vehicle customers.
- Reach out to lost customers and no-show customers to convert to booked service appointments.
- Ensure customers are aware of current promotions, recalls on their vehicle and recommended services for their vehicle. Remind customers of declined work and try to upsell whenever possible.
- Reach out to sales customers (New and Used) who have never serviced with us in order to convert to booked service appointments.
- Follow up with customers one day after their appointment to ensure that we met their expectations.
- Follow up with customers with outstanding special order parts.
- Ensure each client interaction meets the service standards of both Leeder Automotive and the respective manufacturer.
- Confirm and communicate to the Service department whether a customer has alternate transportation needs.
- Transfer appropriate requests to Service Advisors and management using taught processes.
- Collaborate and maintain effective communication with other Appointment Coordinators, Service staff, Parts staff and management.
- Maintain knowledge of vehicle models, recommended services and service pricing. Provide quotes for maintenance packages and factory maintenance. (All other mechanical repair quotes to be completed by Service Advisors / Shop Foreman / Service Manager only.)
- Maintain accuracy of customer database (CRM) and manufacturer record system.
- Provide feedback to Director of Marketing and Customer Experience on customer interactions and experience in order to facilitate process improvement and efficiency.
- Run campaigns outlined by the Director of Marketing and Customer Experience when required.
- Order parts for customers coming in for new tires, recalls, or part replacements.
- Complete administrative tasks (such as filing) accurately and in a timely manner.
- Perform other duties as required by the Director of Marketing and Customer Experience.

**QUALIFICATIONS**:

- Previous experience in a customer service role.
- Exceptional and clear verbal and written communication skills. Exceptional etiquette.
- Collaborative, personable, helpful, focused and well-organized.
- Able to multitask and work in a fast-paced environment.
- Willing and able to learn new technologies, automotive dealership operations and vehicle manufacturer products & services.
- Fluency in the use of computers and computer software packages such as Microsoft Outlook and Microsoft Teams. Previous experience in automotive CRM software is beneficial but not required.
- Previous automotive experience is beneficial but not required.
- Ability to complete a pre-employment screening and background check.

**WORKING HOURS & CONDITIONS**:

- This position requires extended periods of sitting as well as working on the phone and computer.
- This is a hybrid role - combining both remote and in-office work.
- This is a full-time (40 hours per week) position. Must be flexible to work shifts between the following:

- Monday - Friday, 8 a.m. to 6 p.m.
- Saturdays 8 a.m. to 5 p.m.