What are the responsibilities and job description for the Service Department Appointment Coordinator position at Mercedes Benz of Myrtle Beach?
The Krause Auto Group has been in business for over 30 years, and we contribute our longevity to our focus on both customer and employee satisfaction. Our employees are not just a number. We acknowledge and support every employee regardless of position and care for everyone individually. We love to help people grow, promote from within, and celebrate individual success stories! We offer great opportunities to grow with our company portfolio which consists of 12 brands (BMW, Mercedes, Ford, Lincoln, Hyundai, Genesis, Lamborghini, Aston Martin, Rolls Royce, Koenigsegg, Mclaren, and Lotus) across 4 states (Georgia, South Carolina, North Carolina, and Florida)
Position Overview: As a Mercedes-Benz Service Department Appointment Coordinator, you will play a crucial role in delivering outstanding customer service and ensuring a seamless experience for our Mercedes-Benz owners. You will be responsible for managing inbound and outbound communication with customers, scheduling service appointments, and maintaining a high level of customer satisfaction.
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and assistance regarding service appointments, vehicle maintenance, and service-related inquiries.
- Schedule service appointments for customers, optimizing appointment availability and coordinating with the Service Manager and Service Advisors to ensure efficient workflow.
- Maintain a database of customer information, ensuring accuracy and confidentiality of customer records.
- Follow up with customers to confirm appointment details.
- Address customer concerns and escalate complex issues to the appropriate department for resolution.
- Provide exceptional customer service by actively listening to customer needs and delivering a personalized service experience.
- Assist in making outbound calls to inform customers that special order parts have arrived, service promotions or recalls that apply to their vehicle, and to offer previously declined services.
- Collaborate with the service team to ensure smooth customer handovers and vehicle drop-offs.
- Continuously update knowledge of Mercedes-Benz vehicles, services, and dealership processes.
Qualifications:
- High school diploma or equivalent; post-secondary education is a plus.
- Prior customer service experience, preferably in an automotive or service-related industry.
- Excellent communication and interpersonal skills.
- Strong computer skills and proficiency in customer relationship management (CRM) software.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Detail-oriented with excellent organizational skills.
- A passion for providing exceptional customer service and a genuine interest in the automotive industry.
- Knowledge of Mercedes-Benz vehicles and services is a plus.
What we offer:
- Free Health Insurance Option Available
- 401k Match Options Available
- HSA company match contribution
- Dental and Vision Insurance Available
- Paid Vacations, Holiday Pay, PTO pay
- Career advancement opportunities, promote from within
- Discounts on products and services
- Family owned and operated
- Long term job security
How to Apply: If you are a dedicated and customer-focused individual who is passionate about Mercedes-Benz vehicles and service excellence, we invite you to join our team. Please submit your resume and a cover letter detailing your relevant experience and why you are an ideal candidate for this position.
Join our team and be part of a dynamic, customer-centric environment where you can grow your career while helping Mercedes-Benz owners enjoy the ultimate driving experience. Apply today!
