Service Coordinator

KIA On The Boulevard•Philadelphia, PA

12d

About The Position

The Service Coordinator / BDC Representative is the first and last voice service customers hear. The role fills the appointment schedule, keeps customers updated while their vehicles are in the shop, and closes out repair orders at pickup. Working at the center of the service drive, the Service Coordinator collaborates with service writers, the parts department, and technicians to keep work moving and customers informed. The ideal candidate is organized, calm while managing a busy phone line, and diligent about follow-through. The position covers appointment scheduling and customer communications, cashiering and repair order close-out, and general service department support. Success is measured by appointment booking and show rates, call handling and callbacks, outbound campaign completion, repair order and cash drawer accuracy, and customer satisfaction scores.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a customer service, call center, BDC, or front-desk role.
Clear, friendly phone manner and strong written communication.
Comfort with computers and ability to learn new software quickly.
Accurate cash handling and attention to detail.
Ability to manage a high volume of calls and tasks at once without losing track of follow-ups.

Nice To Haves

Automotive dealership experience, especially in service or BDC.
Working knowledge of a dealership DMS such as CDK, Reynolds & Reynolds, Dealertrack, or similar, and online scheduling tools.
Familiarity with basic vehicle maintenance and repair terms.
Bilingual English/Spanish.

Responsibilities

Answer inbound service calls, texts, emails, and online chats promptly and professionally.
Book, confirm, and reschedule service appointments in the DMS and online scheduler, balancing shop capacity and technician availability.
Make outbound calls for recalls, declined repairs, maintenance reminders, lapsed customers, and missed appointments.
Send appointment confirmations and day-before reminders to reduce no-shows.
Log every customer contact and outcome in the CRM/DMS.
Provide status updates on vehicles in service and coordinate with service writers on approvals for additional work.
Arrange loaner vehicles, rentals, and shuttle rides as needed.
Handle routine questions about hours, pricing, warranty coverage, and recall status.
Escalate customer concerns to the service writer or Service Director right away.
Review closed repair orders for accuracy before customer pickup.
Collect payment, process transactions, and balance the cash drawer daily.
Walk customers through their invoice and schedule their next visit at pickup.
Prepare end-of-day paperwork and deposits for accounting.
Coordinate with parts on special-order arrivals and contact customers to schedule installation.
Make post-service follow-up calls and support customer satisfaction efforts.
Keep the service lounge and front counter organized and welcoming.
Support service writers and warranty administration with filing, scanning, and paperwork as needed.