Summary

The Appointment Coordinator is responsible for providing exceptional customer service by utilizing skills to set appointments with customers either through telephone, in-person or by e-mail. The appointment coordinator would ensure they confirm appointments and follow up/reschedule missed appointments. This position is responsible for answering customer enquiries, discussing pricing and availability.

The Details

• Basic client services – answering product questions, discussing pricing & availability.

• Attending to all incoming service inquiries from customers promptly and professionally.

• Navigate through multiple computer applications, answer questions in an appropriate and standardized manner. Ensuring they are solutions focused and provide a personal touch in all customer contacts.

• Make outbound and customer satisfaction calls to ensure that customers are happy with the service they received at the dealership.

• Gather accurate customer information to log and create a database for continual follow up and customer retention.

• Respond quickly to customer emails and internet leads through online scheduling.

• Schedule service appointments and reschedule missed appointments.

• Work with all departments in the dealership, charts and monitors daily activities.

• Capable of projecting a positive image with every communication.

• May be required to assist with reception duties as required

• Perform other administrative duties, as assigned. Be detailed oriented

• Actively maintain the cleanliness of personal and team workspaces.

• Maintain a high level of grooming, hygiene and professional appearance.

• Ensure all documentation/paperwork is completed in an accurate and timely manner.

• Keep service department forms, menus and pricing guides up to date.

Commit to the Dealership Brand

• Stay up-to-date on all dealership training requirements.
• Understand and sell in-dealership manufacturer service promotions.
• Be knowledgeable about new features, specials and updates.
• Be a champion for delivering excellent service at all times.
• Actively promote and develop new business.

Specific Skills

• Excellent interpersonal skills with an upbeat and engaging attitude.
• Customer relationship skills including listening and the ability to communicate effectively.
• Excellent verbal communication and writing skills.
• Problem solving and critical thinking skills.
• Basic computer skills.
• Good math skills.
• Organized and pays attention to detail.
• Flexible and open to change; take on special tasks as needed.
• Conscientious.
• Ability to negotiate win-win scenario’s for the customer.
• Results oriented and accountable.
• Ability to work independently or within a team.
• Able to operate manual and automatic transmissions.
• Adaptable to work evening and weekend shifts as scheduled.

Education & Experience

• Minimum Grade 12 High School Diploma.
• College certificate or additional courses would be an asset.
• A fundamental understanding of automotive mechanical fundamentals.
• Adaptable to work weekend shifts as scheduled.