Job Description
Job Description
Job Description
Job Title: Appointment Coordinator
Department: Service
Reports To: Service Manager
SUMMARY
Responsible for the equal distribution of work among service advisors while maximizing production level through scheduling customer appointments for vehicle service and repairs.
ESSENTIAL DUTIES
Essential duties include the following. Other duties may be assigned.
- Sets customer appointments for pick up and delivery.
- Makes rental car arrangements for clients needing more extensive repair services.
- Runs vehicle maintenance inspections daily for Service Advisors.
- Reviews and updates all pertinent customer information at the time of appointment.
- Organize daily and weekly work schedules for Service Advisors.
- Sells service options while making customer appointments.
- Collects and maintains vehicle history information from customers.
- Answers basic service related questions and introduces customers to the Service Advisor performing work on their vehicle.
- Arranges for customer shuttle in the immediate area while work is being performed.
- Records all customer complaints and reports them to management.
- Updates client files in the ADP system.
- Arranges for roadside assistance or towing of customer vehicles.
- Communicates any change in scheduled delivery time to customer.
- Ensures customer satisfaction with the work done and offers immediate remediation if there is a problem or customer compliant.
- Maintains a positive attitude and professional appearance.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is required to read, write, comprehend and speak English clearly as a manner of communication between co-workers and customers. The employee must posses a valid Florida driver’s license. Knowledge of ADP software preferred; must have computer knowledge/experience.
EDUCATION and/or EXPERIENCE
Previous customer service experience preferred with one to two years related service department experience or equivalent combination of education and experience.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand, walk, sit, drive, handle or feel, reach with hands and arms, climb and balance, stoop, kneel, crouch, and talk or hear.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is not subjected to any outdoor elements. The noise level in the work environment is typically moderate.
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