Service Department Receptionist/ Appointment Coordinator

Position Summary

The Service Department Receptionist/ Appointment Coordinator is responsible for meeting and greeting customers as they enter the dealership. By presenting a professional appearance and a cordial, businesslike presence, this person gives the customer the strong, positive first impression of the dealership. The Receptionist/Appointment Coordinator projects this same presence on the phone when customers call the dealership. In addition, this person, because of a thorough understanding of the dealership, knows to whom to route incoming calls and is accurate in taking messages when calls cannot be routed to the appropriate person. In the role of Service Department Receptionist/ Appointment Coordinator, this person keeps track of traffic flow within the dealership and documents where and to whom customers are referred. The Service Department Receptionist/ Appointment Coordinator is also responsible for scheduling service appointments, managing a cash drawer, checking out/cashing out customers, organizing repair orders/invoices.

Major Responsibilities:

To welcome customers, receive and route telephone calls, and provide clerical support within the necessary departments; scheduling service appointments, managing a cash drawer, checking/cashing out customers, organizing repair orders/invoices.

Position Characteristics:

Work is generally routine; most tasks are well defined, but with considerable variation; some phases of the work are less well defined and may require independent action.

Functions:

• Answering telephones/Clerical
• Tasks Customer Relations
• Administration

Duties and Responsibilities:

• Welcome customers to the building, assist them immediately to the appropriate department; assure them their comfort and direct them to the proper staff or service.
• Answers telephones; screens calls, forwards calls and /or records and forwards messages accurately; may transcribe messages from telephone answering machine.
• Receives sorts and distributes mail within the office; files correspondence and other materials as required.
• Type’s forms, form letters and other documents as required at acceptable levels of speed and accuracy; collates and photocopies materials as necessary; maintains supply of forms and charts as needed.
• Maintains necessary files; sorts, files and retrieves documents and records as necessary.
• Maintains customer confidentiality in conformance with customer confidentiality policy and State laws and regulations.
• Other duties as assigned, Representative Knowledge, Skills and Abilities, knowledge of and orientation to the philosophy of the Organization as presented in Mission/Philosophy statements.
• Ability to establish and maintain a positive and professional relationship with co-workers, customers, and visitors; cultural sensitivity and ability to relate well and effectively in diverse workplace and with a diverse customer population.
• Typing ability at required speed and accuracy.
• Considerable knowledge of business English, spelling and punctuation, office practices and procedures.
• Ability to organize, efficiently document and routinely update information; ability to apply procedures to work problems and situations.
• Familiarity with current Windows operating systems (as applicable) and proficiency in required software, including currently supported versions of Windows applications such as Word, Excel, etc.
• Flexibility in responding courteously to immediate needs of customers and callers; ability to establish priorities and maintain productivity despite numerous interruptions.
• May require fluency in predominant language of customer population served.

Work Orientation Factors:

• Many customers contact.
• Contact with customers from a variety of backgrounds.
• Professional image essential
• Constant interruptions
• Predictable work schedule
• Much contact with people in all dealership departments

Other Requirements:

• High School graduate with one year of experience in clerical work or any equivalent combination of acceptable training and experience for Receptionist; additionally, one to three years’ experience for Secretary/Receptionist.