What are the responsibilities and job description for the Service Coordinator position at Rafih Auto Group?
Job Summary
Under the direction of the Service Manager, the Service Support Specialist is primarily responsible for scheduling client service appointments, responding to customer inquiries, and educating clients about vehicle maintenance. This role sets expectations for an exceptional service visit to our dealerships while maintaining an accurate database and customer information.
Job Duties
- Scheduling service appointments is the primary responsibility, ensuring the service department operates efficiently, meets customer expectations, and results in satisfied, repeat customers.
- Ensure customers are well-informed about their scheduled services and estimated times, providing clear communication to manage their expectations effectively.
- Educate customers on the importance of preventative maintenance for their vehicle's lifespan, ensuring they understand the value of the services provided.
- Maintain accurate customer and vehicle information in the database. Record detailed personal notes to enhance future interactions and improve customer relations, making customers feel valued and remembered.
- Other duties as assigned
Expectations
- A friendly, "can do" attitude with a driven commitment to customer satisfaction.
- Strong multi-tasking abilities, attention to detail, and an upbeat tone of voice.
- A team mindset, excellent follow-up skills, and the ability to handle difficult situations without making unauthorized promises.
- Develop and complete daily, monthly, and quarterly KPIs for call volume, contacted customers, and booked appointments.
- Stay updated with daily emails regarding service department requirements and booking parameters.
- Commit to outbound calling. Engage customers through phone calls, emails, chats, and texts.
- Demonstrate outstanding verbal and written communication skills.
- Use various software programs correctly for daily tasks.
- Be proficient in Microsoft Office and Excel. Ensure speed, accuracy, and attention to detail. Manage time effectively and prioritize tasks.
