About Job

Service Coordinator

Purpose

To increase proficiency of service departments customer facing employees.

Jobs

Answer incoming calls and screen for advisor
Provide basic information for customers about the Service Department
Schedule incoming service
Customer outreach
Customer follow up
Sales to Service TO

Tasks

Answer incoming calls and screen for advisor

You will be responsible for answering calls before the 3rd ring. If the call is for a current service customer you will need to notify the appropriate advisor and provide basic information to them regarding callers name, number and reason for call. If the call is for another department then forward to the appropriate department. All calls will be logged in the call log.

Provide basic information for customers about the Service Department

When talking with customers over the phone you will be responsible for a majority of the questions asked if the customer does not currently have a unit in service. This may include but not be limited to; expected costs of diagnostic, reason for diagnostic, timeframe of service, next available drop off time, what type of work can be completed at this service department, current workload and current parts availability for basic services.

Schedule incoming service

You will be responsible for maintaining the schedule for incoming work. This is to include express (green lane), main line and accessories work. This will require use of our scheduling system and regular, efficient communication with the advisors, shop foreman and management.

Customer outreach

You will be tasked with contacting sales and service previous customers via phone calls, text, email and social media to increase the amount of incoming work. You will be contacting customers whom the service department has not seen in the last 4 months to schedule upcoming service. You will be contacting sales customers for first service scheduling. You will also be responsible for customer birthday cards.

Customer follow up

You will be responsible for reaching out to service customers within 4 working days of their service to ensure service work was to the customers satisfaction. Also verify if a customer provided a survey/review and encourage them to do so if they did not.

Sales to Service TO

You will be the service department's representative to sales customers. As part of this you will need to cover the following topics; Break in period, First service, Functions and safety equipment, Picture of customer to sales. You will also be responsible for contacting sales customers to ensure they are problem free and asking for a survey/review.

Expectations and Metrics for Measuring Success

Answer incoming calls and screen for advisor

How will you be measured?

Did the advisor have to answer unscreened incoming calls aside from when you were at lunch or on a break?