Appointment Coordinator Supervisor

Bakersfield, CA

5 days ago

Job Description

The Appointment Coordinator Supervisor is responsible for leading the daily operations of the Service Department's appointment coordination team while ensuring exceptional customer service, efficient scheduling practices, and compliance with dealership and manufacturer standards. This role oversees appointment management, customer communications, workflow coordination, staffing, reporting, and team performance to support the overall success and profitability of the Service and Parts Departments.

The supervisor leads, coaches, and holds team members accountable to company policies and performance expectations while maintaining adequate staffing levels, managing time-off requests, monitoring attendance and timekeeping compliance, and ensuring operational coverage to meet customer needs. This position plays a critical role in maximizing shop productivity, maintaining effective workflow throughout the service process, and ensuring compliance with Ford Motor Company operating standards and performance metrics.

The ideal candidate is a self-motivated leader with dealership experience, strong organizational and customer service skills, the ability to troubleshoot challenges, and a proven track record of finding creative solutions in a fast-paced environment.

Essential Responsibilities

Supervise, coach, develop, and support the Appointment Coordinator team while performing daily appointment coordination duties.
Lead team performance by setting expectations, monitoring productivity, and maintaining accountability to company standards and policies.
Manage staffing schedules and time-off requests to ensure adequate department coverage.
Monitor attendance and ensure compliance with company timekeeping policies.
Schedule service appointments accurately and efficiently utilizing the dealership's shop loading system.
Receive and manage inbound customer communications through phone, email, text, AI-assisted channels, and in-person interactions.
Oversee AI-generated website communications and inbound phone inquiries to ensure prompt and professional customer responses.
Welcome customers to the Service Department and assist with service-related inquiries.
Confirm service appointments with customers prior to their scheduled visit.
Coordinate customer concerns and service-related questions with appropriate departments.
Resolve customer concerns professionally and escalate issues when necessary.
Monitor and track special-order parts to support timely customer follow-up and scheduling.
Manage service leads provided by the manufacturer and coordinate outreach efforts for appointment scheduling.
Oversee customer pick-up and delivery scheduling and logistics.
Prepare, review, and distribute daily Service and Quick Lane Department reports.
Track appointment volume, shop capacity, customer follow-up activity, departmental performance metrics, and workflow trends.
Maintain manufacturer compliance requirements and ensure adherence to Ford Motor Company operating standards.
Support administrative functions, department documentation, reporting, and process improvement initiatives.
Identify operational challenges, troubleshoot issues, and implement effective solutions to improve efficiency and customer satisfaction.
Promote a positive team culture while maintaining high standards of professionalism and customer service.
Perform other duties and responsibilities as assigned.

Qualifications

High school diploma or equivalent required.
Minimum five (5) years of automotive dealership experience in customer service, appointment coordination, service operations, or a related field.
Minimum two (2) years of leadership or supervisory experience.
Working knowledge of automotive maintenance, repair processes, and dealership operations.

Skills & Abilities

Strong leadership, coaching, and team development skills.
Excellent customer service, communication, and interpersonal abilities.
Strong problem-solving and decision-making skills with the ability to remain calm under pressure.
Professional, positive, and service-focused demeanor.
Exceptional telephone and customer interaction skills.
Strong organizational, time-management, and multitasking abilities.
Ability to analyze workflow and improve operational efficiency.
Proficiency with Microsoft Office and computer-based applications.
Dependable, self-motivated, and results-oriented.
Ability to adapt in a fast-paced environment while maintaining attention to detail.

Preferred Qualifications

Previous experience supervising an Appointment Center, Business Development Center (BDC), or dealership service scheduling team.
Experience with dealership management systems (DMS), service scheduling platforms, and shop loading software.
Experience managing manufacturer service leads and performance programs.
Familiarity with AI-driven customer communication tools.
Experience handling customer escalations, service follow-up processes, departmental reporting, and operational compliance programs.

Company Description

Become a member of a winning team that offers growth opportunities, excellent earning potential, and leadership that fosters engaged team members. Jim Burke Ford Lincoln is one of the top five Ford dealers in California and a recipient of the Ford Motor Company President’s Award—the highest honor bestowed upon a dealership. The dealership corporation was founded in 1913 and is one of the oldest in the nation. With almost 300 employees, our vision of “Building lasting relationships” has become the cornerstone of everything we do.

We are always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this job application!

Benefits

An AWESOME place to work!
Medical Insurance
Dental Insurance
401(K) Retirement Plan
Paid Vacation
Paid Holidays
Paid Sick Time
Company-Paid Life Insurance
Generous Discounts on Sales/Service/Rental
Voluntary Benefits
Paid Training
Uniforms (For applicable position)