Service Coordinator

Responsibilities:

Manage incoming calls and screen them for appropriate advisor assignment. Provide fundamental information regarding the Service Department to customers. Schedule incoming service appointments. Conduct customer outreach initiatives. Perform customer follow-up communications. Facilitate the transition of customers from sales to service.

Tasks:

Manage incoming calls and screen them for appropriate advisor assignment The Service Coordinator is responsible for answering all incoming calls within three rings. Calls pertaining to current service customers require notification to the relevant advisor, including the caller's name, number, and reason for the call. Calls intended for other departments must be forwarded accordingly. All calls are to be meticulously logged in the designated call log. Provide fundamental information regarding the Service Department to customers When engaging with customers via telephone who do not currently have a unit in service, the Service Coordinator will address the majority of their inquiries. This may encompass, but is not limited to, the anticipated costs of diagnostics, the rationale for diagnostics, estimated service timeframes, the next available drop-off times, the scope of work performed by this service department, current workload status, and parts availability for standard services. Schedule incoming service appointments The Service Coordinator is tasked with maintaining the schedule for all incoming work, including express (green lane), main line, and accessories work. This responsibility necessitates the proficient use of our scheduling system and consistent, effective communication with advisors, the shop foreman, and management. Conduct customer outreach initiatives The Service Coordinator will contact previous sales and service customers via phone calls, text messages, email, and social media to increase incoming work. This includes contacting service customers who have not visited the department in the last four months to schedule upcoming service, and contacting sales customers for their First Service scheduling. Perform customer follow-up communications The Service Coordinator is responsible for contacting service customers within four working days of their service to ascertain their satisfaction with the work performed. Additionally, the Service Coordinator will verify if a customer has provided a survey or review and encourage them to do so if they have not. Facilitate the transition of customers from sales to service The Service Coordinator will serve as the service department's representative to sales customers. This role involves covering the following topics: break-in period, first service, functions and safety equipment, and obtaining a picture of the customer for sales records. The Service Coordinator is also responsible for contacting sales customers to ensure problem-free operation and to request surveys or reviews.

Job Type:

Full-time Pay:

From $31,200.00 per year

Benefits:

401(k) matching Dental insurance Employee discount Health insurance Paid time off Retirement plan Vision insurance

Work Location:

In person