Service Appointment Coordinator
Rochester, NY
Join Our Elite Team!
Compensation: $37,000 - $45,000 annually Ralph Honda has been serving the Rochester area for over 80 years. If you are looking for a dynamic career with significant earning potential and tremendous advancement opportunities, please send us your resume and complete an employment application. We want to talk to you! Position Summary
Ralph Honda is seeking a Service Appointment Coordinator to join the service team. This role will be part of the service team for customers interested in scheduling appointments for vehicle service and maintenance. You will be responsible for assisting customers with their inquiries online and over the phone. You will be utilizing our technologies and processes to provide relevant information, answer questions and schedule service appointments accordingly. Ralph Honda offers a competitive compensation and benefits package, which includes: - Competitive compensation program
- Group Healthcare / Vision Plan
- Group Dental Plan
- 401K Retirement Plan
- Additional Insurance such Disability and Life
- Paid Time Off
- Comprehensive company training program
- Accelerated career advancement
Essential Duties and Responsibilities - Receive inbound service calls from current and potential customers and coordinate an appointment time based on current availability.
- Place outbound follow-up calls to service leads and coordinate with customers to schedule an appointment.
- Answer live chats and coordinate service appointments with customers over website chat and via text messaging
- Enter all appointment information accurately into the scheduling system
- Assist customers with any technical issues experienced with the website and escalate any issues to management appropriately.
- Perform basic account maintenance activities such as updating customer information (name, address, email address, phone number, etc.)
- Meet quality assurance requirements and other key performance metrics.
Performance Expectations
Service Appointment Coordinators are expected to:
- Deliver exceptional customer service on every interaction.
- Schedule accurate, high-quality service appointments.
- Maintain complete and accurate customer records.
- Follow all call, text, and email processes established by the dealership.
- Support dealership CSI objectives.
- Maintain professionalism and a positive customer experience.
Specific Knowledge, Skills and Abilities:
- Excellent interpersonal, written, and oral communication skills
- Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
- Must possess and be able to demonstrate strong influencing and closing skills.
- Ability to learn and navigate new software quickly
- Ability to type 30 wpm+
- Bachelor’s Degree preferred, but not required
- Previous call center experience a plus, but not required
- Previous automotive experience a plus, not required
- Previous experience with Reynolds & Reynolds DMS software ERA Ignite or FOCUS a plus, not required
- The ability to translate, or bilingual English-Spanish a plus!
Minimum Required Qualifications
Must be at least 18 years of age
Ralph Honda is an Equal Opportunity Employer.
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