Appointment Coordinator (KM)

SUMMARY

Coordinates clients’ appointments for the corresponding service department. Contacts clients before and after their scheduled appointments and plays a key role in maintaining or creating client satisfaction for the business transaction and maximizing shop efficiency.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

Greets clients pleasantly and professionally, either via the phone or in person, and directs all incoming calls to the correct dealership, department, or personnel.

Perform 3- and 1-day reminder appointments and make the needed adjustments to schedule based on consumer confirmation rate.

Follow up on all missed appointments.

Perform customer follow-up after the service to ensure customer satisfaction and notify management of subpar service performance using a customer feedback report (CFR).

Pre-prep all service repair orders for the following day to ensure accurate information. Examples: customer information, Factory information, or any other available Service contract information.

Perform back-order parts confirmation process.

Data mining using various sources to increase customer traffic flow and build customer retention. Examples. Lost leads, recalls unused Maintenance plans. Work with the Service Manager on this.

Scanning of repair orders using DMS reflection systems.

When needed, receives client checks and credit card payments; records amount received.

Provides refunds or credit memorandums to clients for returned merchandise or as directed by leaders.

Works with department leaders to keep abreast of new products and services offered, their features and value, and any price changes.

Answers clients’ questions about services performed or products purchased or refers them to someone who can.

Handles client's concerns with integrity and poise and, when necessary, refers clients to the appropriate individuals for resolution.

Assist in the filing process.

Lift at least 30lbs

Provides clerical and secretarial assistance to departments as needed.

Assists as cashier and greeter.

Maintains a professional appearance.

Keeps work area neat and clean.

Must have a valid Driver’s License with an acceptable Driver’s Abstract.

Benefits:

Excellent benefits, including medical, dental, vision insurance coverage, 401(K) for qualified employees, and competitive pay.

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