Appointment Cordinator

AM Ford • Jefferson, OH

10d

About The Position

Position Summary: The Appointment Coordinator serves as the first point of contact for service customers and plays a vital role in delivering an exceptional customer experience. This position supports the Service Advisors and Technicians by efficiently managing incoming calls, scheduling appointments, coordinating service outreach, and ensuring consistent communication with customers. This is a developmental role designed to build the skills and experience necessary to advance into a Service Advisor position. Key Responsibilities: Customer Interaction & Appointment Management Answer incoming service calls promptly and professionally. Schedule customer appointments for maintenance, repairs, and recalls. Coordinate and confirm valet pick-up/drop-off appointments as needed. Ensure all appointment details are accurately entered into the scheduling system. Service Communication & Follow-Up Contact customers regarding service recalls, declined maintenance, and overdue follow-ups. Conduct post-service follow-up calls, including customer satisfaction surveys. Provide customers with updates on vehicle status and estimated completion times. Communicate any changes or delays in service in a timely, professional manner. Administrative Support & Coordination Support Service Advisors by preparing repair orders and documentation as needed. Maintain accurate customer and vehicle records in the CRM/DMS. Assist with scheduling shop capacity to maximize efficiency and customer satisfaction. Monitor upcoming appointments to ensure parts and resources are prepared in advance. Customer Experience & Relationship Building Ensure every interaction reflects the dealership’s commitment to outstanding customer service. Help resolve customer questions or concerns, escalating issues to Service Advisors or Management when necessary. Act as a liaison between the customer and service team to enhance trust and transparency.

Requirements

• High school diploma or equivalent required; associate degree preferred.
• 1+ year of customer service or call center experience (automotive preferred).
• Excellent phone etiquette, communication, and organizational skills.
• Strong computer literacy (experience with CRM and DMS systems a plus).
• Ability to multitask in a fast-paced environment with high attention to detail.
• Positive attitude, team player, and eager to learn the Service Advisor role.

Nice To Haves

• experience with CRM and DMS systems a plus

Responsibilities

• Answer incoming service calls promptly and professionally.
• Schedule customer appointments for maintenance, repairs, and recalls.
• Coordinate and confirm valet pick-up/drop-off appointments as needed.
• Ensure all appointment details are accurately entered into the scheduling system.
• Contact customers regarding service recalls, declined maintenance, and overdue follow-ups.
• Conduct post-service follow-up calls, including customer satisfaction surveys.
• Provide customers with updates on vehicle status and estimated completion times.
• Communicate any changes or delays in service in a timely, professional manner.
• Support Service Advisors by preparing repair orders and documentation as needed.
• Maintain accurate customer and vehicle records in the CRM/DMS.
• Assist with scheduling shop capacity to maximize efficiency and customer satisfaction.
• Monitor upcoming appointments to ensure parts and resources are prepared in advance.
• Ensure every interaction reflects the dealership’s commitment to outstanding customer service.
• Help resolve customer questions or concerns, escalating issues to Service Advisors or Management when necessary.
• Act as a liaison between the customer and service team to enhance trust and transparency.

Benefits

• Competitive hourly wage plus performance incentives.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Ongoing training and career development opportunities.
• Pathway for advancement to Service Advisor or other roles within the dealership.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED