Service Drop-off Appointment Coordinator (Jim Click Ford)

Position Summary

In accordance with written processes; is responsible for maintaining a smooth flow of customers through the service drive. Tracks workload and availability of service advisors and technicians. Schedules appointments for customers and service advisors. Works with and assists other departments to ensure the highest level of customer satisfaction. Completes assorted paperwork; routinely tracks customer’s vehicle while in the service area; follows all federal, state and local regulations regarding OSHA guidelines, safety requirements and consumer vehicle awareness and follows all state, federal and DMV laws and regulations, adheres to all company policies, procedures and ethical standards and established industry guidelines; answers all telephone inquiries of customers, vendors and co-workers; maintains pending repair order paperwork by using a standard filing system that is available for immediate reference and retrieval; accurately compares, reads and records identification numbers up to 18 characters; and provides input via a computer and keyboard to order the services needed for each vehicle.

Essential Job Functions

• Answers telephones; promptly in a clear, courteous polite manner in order to schedule vehicle drop-off appointments.
• Fills out pre-repair orders efficiently and clearly.
• Files pre-repair orders appropriately in a standard alphabetized filing system.
• Maintains logs on paper and in the computer system of vehicle drop-off appointments.
• Maintains communication with service advisors and service drive personnel to manage vehicle appointment flow through the service drive and adequate workflow for advisors and technicians.
• Generally, answers customer questions or directs customers to the proper channels for specific answers.
• Re-enforces the appointment policy information for customers regarding the vehicle drop-off appointment process and how it better serves them.
• Informs supervisor of any issues pertaining to, or conflicts with, the appointment policy.
• Calls customers with reservations one day prior to their drop-off appointment to ensure clear communication.
• Calls customers who miss scheduled appointments to ascertain the reason for the missed appointment and schedule another appointment as applicable.
• Follows all federal, state and local regulations regarding OSHA guidelines, safety requirements and safety awareness for customer vehicles.
• Obeys all state, federal and Department of Motor Vehicles laws and regulations, adheres to all Company policies, procedures and ethical standards and established industry guidelines.
• Receives original and duplicate copies of all repair orders from Service Advisor, enters work into the computer; sends all copies of order to necessary areas.
  
  

Essential Requirements And Abilities

• Clearly communicates verbally in person and by telephone with co-workers and/or technicians.
• English reading and math skills sufficient to read all documents, verify accuracy of information and understand directions.
• Arrives at work as scheduled with consistent, regular and timely attendance.
• Completes forms, documents and reports in a legible and accurate manner.
• Uses personal computer and VDT, utilizing a variety of programs and systems.
• Accurately compares, reads and records identification numbers up to “18”alphanumeric series (i.e. Vehicle Identification Number, part numbers).
• Works extended hours (potentially ten-hour days) AND spur of the moment overtime on a regular and irregular basis.
• Repeated, regular and accurate input of information to computer; constant input, generally for the entire shift, up to eight hours a day on a regular basis.
• Mentally recalls, tracks and accurately recounts work in progress and application of pertinent dealership’s information.
• Accurately uses and records dealership information.
• Works with more than one person and/or task simultaneously, maintaining a cordial and friendly manner at all times without internalizing frustration, anger or pressure.
• Works cooperatively and courteously with a diverse population of co-workers.
• Works in an indoor environment that regularly becomes dusty, receives some vehicle exhaust, and can be drafty due to constant foot traffic.
• Extensive (generally eight consecutive hours) sitting at a work desk doing data input.
• Repeated, regular and extended telephone use simultaneously with data input.
• Focuses on required tasks, ignoring surrounding conversations and/or distractions.
• Ability to maintain good employee relations by acting courteously and amicably toward other co-workers.
• All physical requirements detailed on attached chart.
  
  

All Candidates

• Pass observed and SAMHSA certified drug screen.
• Present documents to certify eligibility to work.
• Have work history verified as accurate.
  
  

The Jim Click and Holmes Tuttle Automotive Team is an Equal Opportunity Employer. M/F/D/V

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