Service Appointment Coordinator

At Wayne Toyota, we are invested in our dedicated team of professionals and take pride in providing outstanding products and services to our customers.

The service appointment coordinator is primarily responsible for booking service appointments through inbound and outbound activities in a professional and friendly manner.

Main Responsibilities

GENERAL

• Maintain a high level of grooming, hygiene and dress consistent with the duties of the position. This may include the wearing of uniforms designated by management.
• Arrive at work, take breaks, and depart work at the times designated by management.
• Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership.
• Perform other duties as assigned by management.

BOOKING INBOUND AND OUTBOUND SERVICE APPOINTMENTS

• Book service appointments from various inbound activities including but not limited to: phone calls, email, text messages and in person.
• Book service appointments through outbound activities including but not limited to contacting customers through: phone calls, email and text messages
• Verify that the customer can be accommodated at the date and time requested.
• If the customer request cannot be accommodated, review the appointment schedule and offer the customer alternate dates and times.
• Ensure customer’s key contact information is verified and updated in the dealer management software.
• It is important to have the customer’s cell phone number. It is the most important piece of contact information and provides both the customer and the dealership with the easiest way of communicating with each other and adds efficiency to the service appointment confirmation process.
• Appointments booked per day on average must meet or exceed Industry standards

CONTACT CUSTOMERS FOR APPOINTMENT CONFIRMATION

• Review the unconfirmed appointments in the service customer relationship management (CRM) software.
• Contact customers with unconfirmed appointments 7 days prior to the scheduled appointment date.
• Confirm appointment in the CRM.
• Offer customers alternate dates and times when the scheduled appointment is no longer convenient for the customer and reschedule the appointment in the CRM.
• The most important piece of contact information is the cell phone number. It provides both the customer and the dealership with the easiest way of communicating with each other and adds efficiency to the service appointment confirmation process.

Qualifications & Requirements

• A minimum of 1 year of experience in customer service
• Passionate about ensuring customers receive a professional and friendly customer experience
• Excellent communication and organizational skills
• Confident in working with and learning new software
• Valid class G driver’s license with a clean drivers abstract
• Clean criminal background check

Core Values

• Positive Attitude (friendly, caring, thoughtful; causes others to smile)
• Trustworthy (honest, loyal & ethical)
• Self Motivated (strong work ethic combined with a desire to continually improve)
• Reliable (dependable and accountable for work done)
• Team Player (working together daily to achieve our vision)

What We Offer

• Friendly, professional environment
• Training program designed by Toyota, a proven industry leader
• Employee pricing program
• Group benefits plan
• Competitive compensation plan with monthly performance incentives
• Company events
• On-site parking

Hiring Manager - ***email_hidden***