Appointment Coordinator - OpenRoad Lexus Richmond

OpenRoad Auto Group • Richmond, BC

3d • Onsite

About The Position

The Appointment Coordinator is responsible for managing the customer appointment cycle within the service department at OpenRoad Lexus Richmond. This role involves handling customer calls, scheduling service appointments, confirming upcoming appointments, and proactively contacting customers for maintenance, recalls, or campaigns. The coordinator will also manage email appointments, follow up with customers post-service to gather feedback, update customer information, and report any customer complaints to the Service Manager. Additionally, the position requires adherence to company safety policies and may involve other duties assigned by management.

Requirements

• 2 years of experience in customer relations.
• Strong organizational and people skills.
• Some knowledge of automotive equipment parts and accessories.
• Good computer skills and ability to maintain records using a computerized appointment system.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Ability to work constructively with members from all departments within the dealership.

Responsibilities

• Handling customer calls regarding appointment cycle, and ensuring all service appointments are scheduled when due.
• Review unconfirmed appointments in the system and contact customers to confirm several days prior to scheduled appointment date.
• Contact customers to make them aware of outstanding recalls or campaigns and book the required appointments.
• Contact customers who are due for maintenance to book appointments.
• Offer alternative dates and/or times and book new appointments into the system when customer is unavailable for scheduled appointment.
• Monitor incoming e-mail appointments and book as necessary.
• Conduct follow-ups with service customers shortly after their service or repair, along with determining and documenting the quality of their visit.
• Take note of all customer comments and feedback and forward to the Service Manager.
• Update customer information on file.
• Report all and any customer complaints to Service Manager.
• Attend meetings and training as required.
• Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor.
• This position will be expected to perform other duties as assigned by management.

Benefits

• Discounted Vehicle Purchasing Program
• Boot Allowance
• Computer Rebate Program
• Employee Referral Program
• Employer RRSP Matching
• Internal and external, training & development opportunities for skill-development and growth
• Comprehensive extended health and dental plan, tailored around Associate wellness
• Recognition and Engagement Events!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed