Customer Service Coordinator is an individual, who handles inbound/outbound calls for the service departments. The CSC schedules service appointments, general maintenance, diagnostics, and recalls/campaigns/ warranty extension appointments. The CSC performs outbound appointment setting calls for “No Show appointments, We-Owes, maintenance appointments and additional outbound calls as requested by management. A CSC associate participates in monthly outbound calls as they pertain to various campaigns.
Duties and Responsibilities
- Interact with customers, providing information and answering inquiries about products, status updates, pricing and services.
- Make appointments for Incoming and Outgoing calls.
- Taking service inquiry calls from customers and when needed dispatch to the appropriate ASM or Manager.
- Thoroughly and promptly answering the questions of customers regarding the organizations’ products/services and its operation or maintenance.
- Handling and resolving customer complaints, or special orders via email or phone.
- Investigating and correcting errors in customer records in the CDK Service Scheduling system.
- Entering customer information accurately and in a timely fashion.
- Properly researching customer vehicle records/history in the appropriate automotive site to ensure timely appointments for recalls/campaigns.
- Coordinating customers’ service requirements with other appropriate departments as necessary to ensure effective customer service.
- Referring complaints of service or product failure or errors to appropriate personnel for investigation using complaint resolution forms.
- Communicating solutions, successes, and opportunities to the manager of customer service.
- Master the phone scripts provided to assure proper communication between customer and applicable personnel within the dealership
- The ability to meet and exceed the goals set forth by management on a daily basis.
- Associate must maintain a minimum of SET Standard on “Ease of Appointment”.
- Average length of a call: under 3:00 minutes
- Appointment show percentage must be at 93% or higher
- Appointment Show must be at a minimum of 400 appointments per month
- Maintain a minimum average of 110 calls per day
- Log all calls thoroughly and accurately as directed by management
Skills and Specifications
- Excellent phone skills
- Calmness under pressure and maintain records in timely and accurate mode.
- Good decision-making, communication, and articulate in a professional manner at all times.
- Ability to encourage and motivate people with a responsible positive attitude.
- Strong interest in helping and working with all customers.
- The ability to handle escalated customer calls with the appearance of ease and professionalism