SERVICE BDC ASSOCIATE / APPOINTMENT SCHEDULER

Hanania Automotive Group•Jacksonville, FL

2d•Onsite

About The Position

Hanania Volkswagen of Orange Park is looking for a motivated, energetic, and customer focused Service BDC / Appointment Coordinator to join our growing team. This position plays a critical role in creating an outstanding customer experience by assisting customers with scheduling service appointments, handling inbound and outbound communication, and helping maintain a smooth workflow within the service department.

Requirements

Strong communication and customer service skills
Positive attitude with strong phone skills
Ability to multitask in a fast paced environment
Strong organizational and follow up skills
Basic computer and CRM knowledge preferred
Automotive dealership experience preferred but not required
Reliable attendance and professionalism are mandatory
Must be able to pass pre-employment screen (background & hair follicle drug test)
High School Diploma or GED equivalence.
Experience in a sales role at a dealership preferred but not required.
Valid Driver’s License.

Responsibilities

Answer incoming phone calls, text messages, emails, and internet inquiries professionally and efficiently
Schedule and confirm service appointments daily
Follow up with missed appointments and unsold service opportunities
Contact customers regarding recall campaigns, maintenance recommendations, declined services, and upcoming service needs
Maintain accurate customer information and notes in the CRM system
Work closely with service advisors and management to maximize appointment show rates and repair order opportunities
Ensure customers receive a positive and professional experience during every interaction
Assist in managing loaner vehicle scheduling and service traffic flow when needed
Handle customer concerns professionally and escalate issues to management when necessary
Meet daily, weekly, and monthly appointment and communication goals