Service Coordinator

Woody Anderson Ford•Huntsville, AL

About The Position

Our mission is simple: to create an uncommonly exceptional experience for guests' automotive needs and employees' long-term career goals. Woody Anderson Ford was founded in 1961 on the principles of integrity, accountability, and teamwork. We are a locally owned dealership with a family friendly culture. What We Offer $18/hour, full time Health Insurance with optional Vision and Dental Insurance Employer Provided Life Insurance 401(k) Savings Plan with Employer Match Closed on Sundays and Paid Company Holidays Paid Vacation and Paid Sick Leave Paid Training and Ongoing Professional Development Employee Discounts Work-Life Balance and Family-Friendly, Inclusive Team Culture Career Growth and Internal Promotions Key Responsibilities Guest Experience & Communication Maintain a professional personal appearance and positive, empathetic demeanor Facilitate inbound and outbound service calls to ensure guest needs are met Provide clear, honest communication regarding vehicle status and scheduled appointments Return guest calls in a timely manner Listen actively to guest concerns and direct them to the appropriate Service Advisor or manager as needed Appointment Scheduling & Capacity Management Schedule service appointments for maintenance and repair work for all shops Confirm and accurately enter guest contact information and vehicle details into dealership systems Manage daily appointment schedules to align with dealership capacity standards Monitor over-booking and under-booking of service work, ensuring: No double-booking of advisors Adherence to dealership standards for labor hours booked per day Call guests scheduled for the next day to confirm appointments and planned work Contact and reschedule no-show appointments within one (1) hour of missed time Confirm appointments scheduled online by the customer, including website form submission Service Education & Product Knowledge Advise guests on proper vehicle care and the value of following manufacturer-recommended maintenance Inform guests of manufacturer specials and additional recommended services based on mileage intervals Maintain current knowledge of service products, maintenance menus, and manufacturer offerings Operational Support & Compliance Follow all guidelines outlined in the Service Coordinator Training Manual Complete Ford STARS training within three (3) months of hire Attend and successfully complete required training sessions and meetings Ensure guest private information and vehicle keys are stored securely Encourage waiting guests to utilize courtesy shuttle services when available Maintain a clean, neat, and organized work area Assist with daily cleaning schedules as assigned Qualifications High school diploma or equivalent required Previous experience in customer service, call center, BDC, or service scheduling preferred Working knowledge of automobiles and manufacturer maintenance requirements preferred Strong verbal communication and listening skills Ability to manage multiple tasks in a fast-paced environment Strong organizational and time-management skills Ability to maintain professionalism and empathy in all guest interactions Punctual and reliable attendance Technical Skills Proficiency in dealership management systems and scheduling software preferred Ability to use computer systems, databases, and telecommunication tools Familiarity with Microsoft Office (Outlook, Word, Excel) preferred We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requirements

High school diploma or equivalent required
Strong verbal communication and listening skills
Ability to manage multiple tasks in a fast-paced environment
Strong organizational and time-management skills
Ability to maintain professionalism and empathy in all guest interactions
Punctual and reliable attendance
Ability to use computer systems, databases, and telecommunication tools

Nice To Haves

Previous experience in customer service, call center, BDC, or service scheduling preferred
Working knowledge of automobiles and manufacturer maintenance requirements preferred
Proficiency in dealership management systems and scheduling software preferred
Familiarity with Microsoft Office (Outlook, Word, Excel) preferred

Responsibilities

Maintain a professional personal appearance and positive, empathetic demeanor
Facilitate inbound and outbound service calls to ensure guest needs are met
Provide clear, honest communication regarding vehicle status and scheduled appointments
Return guest calls in a timely manner
Listen actively to guest concerns and direct them to the appropriate Service Advisor or manager as needed
Schedule service appointments for maintenance and repair work for all shops
Confirm and accurately enter guest contact information and vehicle details into dealership systems
Manage daily appointment schedules to align with dealership capacity standards
Monitor over-booking and under-booking of service work
Call guests scheduled for the next day to confirm appointments and planned work
Contact and reschedule no-show appointments within one (1) hour of missed time
Confirm appointments scheduled online by the customer, including website form submission
Advise guests on proper vehicle care and the value of following manufacturer-recommended maintenance
Inform guests of manufacturer specials and additional recommended services based on mileage intervals
Maintain current knowledge of service products, maintenance menus, and manufacturer offerings
Follow all guidelines outlined in the Service Coordinator Training Manual
Complete Ford STARS training within three (3) months of hire
Attend and successfully complete required training sessions and meetings
Ensure guest private information and vehicle keys are stored securely
Encourage waiting guests to utilize courtesy shuttle services when available
Maintain a clean, neat, and organized work area
Assist with daily cleaning schedules as assigned