Automotive Service Appointment Coordinator

Ralph Honda•Rochester, NY

4d•Onsite

About The Position

Ralph Honda is seeking a Service Appointment Coordinator to join the service team. This role will be part of the service team for customers interested in scheduling appointments for vehicle service and maintenance. You will be responsible for assisting customers with their inquiries online and over the phone. You will be utilizing our technologies and processes to provide relevant information, answer questions and schedule service appointments accordingly.

Requirements

Excellent interpersonal, written, and oral communication skills
Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Must possess and be able to demonstrate strong influencing and closing skills.
Ability to learn and navigate new software quickly
Ability to type 30 wpm+
Must be at least 18 years of age

Nice To Haves

Bachelor's Degree preferred, but not required
Previous call center experience a plus, but not required
Previous automotive experience a plus, not required
Previous experience with Reynolds & Reynolds DMS software ERA Ignite or FOCUS a plus, not required
The ability to translate, or bilingual English-Spanish a plus!

Responsibilities

Receive inbound service calls from current and potential customers and coordinate an appointment time based on current availability.
Place outbound follow-up calls to service leads and coordinate with customers to schedule an appointment.
Answer live chats and coordinate service appointments with customers over website chat and via text messaging
Enter all appointment information accurately into the scheduling system
Assist customers with any technical issues experienced with the website and escalate any issues to management appropriately.
Perform basic account maintenance activities such as updating customer information (name, address, email address, phone number, etc.)
Meet quality assurance requirements and other key performance metrics.
Deliver exceptional customer service on every interaction.
Schedule accurate, high-quality service appointments.
Maintain complete and accurate customer records.
Follow all call, text, and email processes established by the dealership.
Support dealership CSI objectives.
Maintain professionalism and a positive customer experience.