BDC Customer Service Coordinator

Hutchinson Kia of Macon•Macon, GA

7d•Onsite

About The Position

The Customer Service Coordinator handles inbound and outbound calls for the service departments, scheduling service appointments, general maintenance, diagnostics, and recalls/campaigns/warranty extension appointments. The CSC also performs outbound appointment setting calls for "No Show appointments, We-Owes, maintenance appointments and additional outbound calls as requested by management. A CSC associate participates in monthly outbound calls as they pertain to various campaigns.

Requirements

Excellent phone skills
Calmness under pressure and maintain records in timely and accurate mode.
Good decision-making, communication, and articulate in a professional manner at all times.
Ability to encourage and motivate people with a responsible positive attitude.
Strong interest in helping and working with all customers.
The ability to handle escalated customer calls with the appearance of ease and professionalism

Responsibilities

Interact with customers, providing information and answering inquiries about products, status updates, pricing and services.
Make appointments for Incoming and Outgoing calls.
Taking service inquiry calls from customers and when needed dispatch to the appropriate ASM or Manager.
Thoroughly and promptly answering the questions of customers regarding the organizations’ products/services and its operation or maintenance.
Handling and resolving customer complaints, or special orders via email or phone.
Investigating and correcting errors in customer records in the CDK Service Scheduling system.
Entering customer information accurately and in a timely fashion.
Properly researching customer vehicle records/history in the appropriate automotive site to ensure timely appointments for recalls/campaigns.
Coordinating customers’ service requirements with other appropriate departments as necessary to ensure effective customer service.
Referring complaints of service or product failure or errors to appropriate personnel for investigation using complaint resolution forms.
Communicating solutions, successes, and opportunities to the manager of customer service.
Master the phone scripts provided to assure proper communication between customer and applicable personnel within the dealership.
Meet and exceed the goals set forth by management on a daily basis.
Maintain a minimum of SET Standard on “Ease of Appointment”.
Average length of a call: under 3:00 minutes
Appointment show percentage must be at 93% or higher
Appointment Show must be at a minimum of 400 appointments per month
Maintain a minimum average of 110 calls per day
Log all calls thoroughly and accurately as directed by management